
Senior Customer Experience Manager
2 weeks ago
Are you a results-driven leader with a passion for delivering exceptional customer experiences?
This role is designed for individuals who thrive in dynamic environments and have a proven track record of leading high-performing teams to achieve outstanding results.
About the Role
In this leadership position, you will be responsible for guiding a team of customer service representatives to ensure seamless interactions with customers. This involves overseeing daily operations, monitoring performance metrics, and fostering a collaborative environment that encourages open communication and continuous improvement.
Key Responsibilities:
- Team Management
Lead and develop a team of customer service professionals, providing coaching, feedback, and support to help them grow in their roles. - Operational Excellence
Drive process improvements to ensure timely resolution of customer inquiries, maintaining high levels of satisfaction and loyalty. - Training and Development
Design and deliver training programs to enhance the skills and knowledge of team members, keeping them up-to-date on industry trends and best practices. - Quality Assurance
Implement quality assurance processes to maintain consistency in service delivery, identifying areas for improvement and driving corrective actions. - Communication
Serve as a liaison between the team and management, facilitating open communication and ensuring that customer concerns are addressed promptly and professionally.
Requirements
To succeed in this role, you should possess:
- A bachelor's degree in business, communication, or a related field.
- Proven experience in a contact center environment, with at least 1.5 years in a leadership capacity.
- Strong leadership, coaching, and interpersonal skills.
- Excellent written and verbal communication skills.
- Ability to analyze data and make informed decisions.
- Familiarity with contact center technologies and CRM systems.
- Strong problem-solving skills and adaptability in high-pressure situations.
Benefits
We offer a competitive salary package, comprehensive health insurance, professional development opportunities, and a range of benefits to support your well-being and career growth.
Job Rewards and Benefits
Enjoy a rewarding career with opportunities for advancement, a supportive work environment, and a comprehensive benefits package.
As a member of our team, you'll have access to ongoing training and development opportunities, helping you grow both personally and professionally. We're committed to creating a positive and inclusive workplace culture where everyone feels valued and supported. Apply now to join our dynamic team
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