Customer Service Head
2 weeks ago
- Strategic Leadership: Develop and implement strategies to enhance customer satisfaction retention and overall experience across voice and nonvoice channels.
- Team Management: Lead mentor and manage a diverse team of customer service professionals with a focus on achieving high performance and professional growth. Oversee a team of at least 80 people.
- Operational Excellence: Monitor and analyze key performance metrics to drive continuous improvement in service delivery and operational efficiency.
- Customer Engagement: Ensure effective resolution of customer issues leveraging insights to proactively address potential challenges and enhance the customer journey.
- CrossFunctional Collaboration: Work closely with other departments such as Sales Product and Marketing to ensure alignment and integration of customer feedback into company strategies.
- Process Optimization: Develop and refine processes and workflows to improve service quality and operational effectiveness in both voice and nonvoice channels.
- Reporting and Analysis: Prepare and present regular reports on customer success metrics team performance and operational achievements to senior management.
- Experience: 814 years of experience in customer service with significant expertise in both voice and nonvoice processes (chat and email).
- Leadership: Proven track record in managing large teams (minimum of 80 people) with a demonstrated ability to drive team performance and engagement.
- Skills: Strong leadership communication and interpersonal skills. Ability to analyze data and metrics to drive decisionmaking and process improvements.
- Education: Bachelor s degree in Business Administration Management or a related field. Advanced degrees or certifications in customer service management are a plus.
customer service,email,chat,customer,leadership
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