As a key player, you will act as the primary liaison between our domestic leadership and our international consultation center operations. Your focus will be on driving performance through influential leadership, working closely with dedicated offshore Team Leads to ensure our international partnerships are productive, compliant, and consistently meet company goals. This is an opportunity to make a significant impact by fostering strong relationships, streamlining workflows, and ensuring consistent, high-quality service delivery on a global scale.
**What You’ll Do**
* **Strategic Liaison:** Serve as the central point of contact between domestic leadership and international operations, ensuring seamless communication and strategic alignment.
* **Performance Management:** Monitor, analyze, and report on Key Performance Indicators (KPIs) for the international team, identifying trends, gaps, and successes to drive continuous improvement.
* **Relationship Management:** Cultivate and manage strong relationships with international Team Leads, providing them with essential resources, constructive feedback, and strategic direction to empower their teams.
* **Process Optimization:** Standardize workflows and communication protocols to enhance efficiency and reduce friction between domestic and international teams.
* **Quality Assurance:** Ensure international teams consistently maintain the highest standards of service and adhere to company brand guidelines and compliance requirements.
* **Reporting:** Deliver regular performance updates to executive stakeholders, translating complex international data into actionable business insights.
**Required Qualifications:**
* **Experience:** 3–5+ years of Project Management experience, ideally within a call center, Business Process Outsourcing (BPO), or international operations environment.
* **Cross-Cultural Competency:** Proven ability to collaborate effectively with diverse international teams, demonstrating an understanding of cultural nuances.
* **Analytical Skills:** Strong capability to interpret data and KPIs to identify opportunities and drive performance improvements.
* **Communication:** Exceptional verbal and written communication skills, with the ability to navigate time zone differences and foster clear, effective dialogue.
* **Leadership:** Demonstrated experience managing through influence rather than direct reporting lines, successfully guiding localized leads and their teams.
* **Industry expertise:** Demonstrated experience working in automotive.
**Highly Desired Qualifications:**
* Specific experience working with diverse international teams, particularly in regions known for robust customer service operations.
* Experience within a fast-paced, complex global industry.
**Success in this role will be measured by:**
* Meeting or exceeding established international KPIs (e.g., CSAT, AHT, Resolution Rates).
* Significant reduction in communication bottlenecks between domestic and international teams.
* Achieving consistency in service delivery across all shifts and global operations.
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**About Aquent Talent:**
Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.
Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. More information on our awesome benefits!
Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.
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