Chief Customer Experience Officer

3 days ago

Bengaluru, Karnataka, India beBeeLeadership Full time US$ 80,000 - US$ 1,40,000
Senior Leader Wanted for US-Based Support Centre

We are seeking a seasoned leader to head our US-based Support and Resolution Centre. This role involves leading a team of 10-20 specialists, managing escalations, and driving quality to deliver world-class customer support.

Key Responsibilities:
  • Team Leadership & People Management:
    • Lead and mentor a high-performing team of specialists in the US, fostering exceptional performance.
    • Manage full-cycle hiring with HR, from sourcing to onboarding.
    • Conduct monthly one-on-one reviews to assess performance, recognize strengths, and set development plans.
  • Operations & Escalation Handling:
    • Oversee the resolution of complex customer issues by managing escalated cases.
    • Lead daily team briefings to address performance gaps and share critical updates.
    • Ensure business continuity by providing operational support during weekends when required.
    • Strategically manage workforce scheduling, approving leave and time-off requests to maintain optimal coverage.
  • Quality, Process, & Performance Improvement:
    • Lead daily quality audits of calls and chats to assess performance and uphold exceptional service standards.
    • Champion operational excellence by identifying process improvements and executing strategic change.
    • Leverage data insights to drive personalized coaching and professional development.
    • Ensure fair and accurate incentive payouts through meticulous oversight of calculations and timelines.
    • Own and maintain the knowledge base, curating and updating critical SOPs.
  • Reporting & Cross-Functional Collaboration:
    • Deliver strategic insights through weekly analysis and distribution of key performance metrics.
    • Align cross-functional teams on performance goals for cohesive execution.
    • Serve as primary contact for technical and product inquiries, ensuring swift resolution.
    • Optimize system configurations and account setups for maximum efficiency.

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