Customer Experience Manager
4 days ago
This role involves leading a team of customer service representatives, driving operational efficiency and enhancing customer satisfaction.
Main Responsibilities- Team Leadership: Manage and motivate staff to achieve high performance levels.
- Performance Management: Set targets, provide regular feedback and coaching to improve individual and team performance.
- Operational Efficiency: Oversee call centre operations, including call volumes, service levels and resource allocation.
- Customer Satisfaction: Monitor interactions, resolve issues promptly and address service gaps to enhance customer experience.
- Training & Development: Identify training needs, provide ongoing support and implement development programs for agents.
- Reporting & Analysis: Compile and present reports on team performance and call centre metrics.
- Problem Solving: Address complex customer issues and ensure effective resolution.
- Compliance & Quality Assurance: Ensure adherence to company policies and procedures.
- 3+ years of experience in managing or supervising a call centre or customer service team.
- Strong leadership skills with the ability to motivate and develop teams.
- Excellent communication, interpersonal and problem-solving skills.
- Strong analytical skills with experience in generating reports and interpreting performance data.
- Ability to manage multiple priorities in a fast-paced environment.
Key skills required for this role include Coaching, Microsoft Office, Quality Control, Process Improvement, Quality Assurance, Problem Solving, Interpreting, Adaptable, Team Leadership, Customer Satisfaction, Customer Service, Performance Management, Call Center.
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