Customer Experience Manager

23 hours ago


Islamabad, Islamabad, Pakistan beBee Careers Full time
Job Description

This is a senior leadership position responsible for overseeing the development and implementation of strategic campaigns to enhance customer relationships.

Key Responsibilities
  • Serve as subject matter expert, providing guidance on inquiries and coordinating with team coaches to ensure seamless communication.
  • Lead performance management of assigned team coaches through regular analysis, individual feedback, and weekly meetings.
  • Participate in the recruitment process and manage the customer service team, ensuring high-quality standards are met.
  • Implement effective policies and procedures to maintain excellent contact center quality control systems.
  • Maintain a positive work environment by adhering to the company's code of conduct and promoting professionalism within the contact center.
  • Ensure delivery of exceptional customer care based on predefined quality benchmarks and meet sales targets.
  • Coordinate with relevant teams to resolve system issues and share relevant reports with supervisors.
  • Address concerns of agents regarding adherence, attendance, performance, and other matters.
  • Establish and meet performance targets for efficient sales and quality improvement.
Qualifications and Skills
  • A strong educational background, preferably in a related field.
  • Excellent analytical skills with the ability to make informed decisions.
  • Exceptional written and verbal English communication skills.
  • Strong leadership and management abilities, including coaching skills.
About the Role

This role requires a skilled professional who can handle day-to-day client deliverables effectively and represent the department head in their absence when needed.



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