
Senior Customer Experience Manager
1 week ago
Experience as a customer support leader is highly valued in this role. Key responsibilities include overseeing the execution of customer support campaigns, monitoring key performance indicators (KPIs), and implementing strategies to enhance customer experience and service delivery.
Main Responsibilities:
- Oversee customer support operations across multiple campaigns to ensure smooth execution and high service quality
- Monitor KPIs, SLAs, and team performance metrics to maintain efficiency and drive process improvements
- Implement customer-centric strategies to enhance customer experience and service delivery
- Manage client accounts to ensure high-quality service, security, and efficiency
- Ensure proper staffing, scheduling, and workload distribution for optimal team productivity
- Identify areas for improvement and implement process enhancements
- Supervise, coach, and mentor customer support agents and team lead/supervisors
- Conduct regular training sessions to enhance customer service skills and product knowledge
- Foster a positive work environment to boost team morale and engagement
Requirements:
- Strong knowledge of customer service best practices, call center management, and CRM tools
- Excellent communication, problem-solving, and conflict-resolution skills
- Ability to handle multiple campaigns, meet deadlines, and drive results
- Proficiency in Microsoft Office, customer support software, and reporting tools
- Tech-savvy with experience in automation tools and customer engagement platforms
Seniority Level: Mid-Senior level
Employment Type: Full-time
Industry: Outsourcing and Offshoring Consulting
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