Customer Experience Manager

3 days ago

Navi Mumbai, Maharashtra, India beBeeLeader Full time US$ 9,00,000 - US$ 12,00,000

About this Role:

Customer Experience Leader

This role involves leading a team to deliver exceptional customer experiences. As a leader, you will be responsible for ensuring your team meets performance targets and objectives.

  • Manage daily operations: Oversee planning and execution of daily tasks, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met.
  • Performance monitoring & coaching: Provide feedback, coaching, and development support to team members. Conduct regular performance reviews and identify opportunities for improvement and growth.
  • Team development: Foster a positive team environment by conducting team huddles, one-on-one coaching sessions, and promoting skill development.
  • Collaboration: Work with other departments to ensure alignment with organizational goals and smooth workflow processes.
  • Problem-solving & conflict resolution: Address team challenges or conflicts promptly to maintain productivity.

Key Responsibilities:

  • Drive performance by setting clear goals and KPIs for the team.
  • Provide regular coaching and feedback to improve individual and team performance.
  • Foster a positive work culture that encourages engagement, accountability, and productivity.
  • Resolve team conflicts and maintain a harmonious work environment.

Required Skills and Qualifications:

  • Leadership experience: At least 2-3 years of experience in a leadership or supervisory role within a customer service or BPO environment.
  • Customer service skills: Prior experience working in customer support roles, especially with phone, email, or live chat support, is highly preferred.
  • Knowledge of CRM tools: Familiarity with tools like ZenDesk, Salesforce, or similar CRM platforms is a plus.
  • Communication skills: Strong verbal and written communication skills, with the ability to clearly articulate expectations and feedback.
  • Adaptability: Ability to adapt and lead in a fast-paced and ever-changing environment.

Benefits:

  • Competitive salary and comprehensive benefits package.
  • Inclusive work environment with opportunities for internal mobility and professional growth.

What We Offer:

We prioritize our employees' well-being by offering competitive salaries and comprehensive benefits packages. Our commitment to a positive work culture is reflected in our inclusive departments such as Total Rewards, Wellness, HR, and Diversity.

We offer an opportunity for continuous development and growth, both personally and professionally. With a focus on employee satisfaction, we strive to create a work environment where everyone can thrive.

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