
Customer Experience Manager
3 days ago
Job Title: Customer Experience Manager
We are seeking an experienced and proactive professional to manage our customer service team. As a key member of our organization, you will be responsible for overseeing day-to-day operations, ensuring high service levels, coaching team members, and driving process improvements to enhance customer satisfaction.
Main Responsibilities:
- Monitor daily volumes, response times, and customer satisfaction metrics (CSAT, FCR, AHT, etc.) to maintain exceptional service standards.
- Manage email and chat processes 24/7, providing timely and effective support to customers.
- Provide regular feedback, conduct performance evaluations, and coach team members for continuous improvement, helping them grow professionally.
- Handle escalated customer queries and resolve complex issues efficiently, maintaining a positive experience for customers.
- Work with quality assurance and training teams to ensure adherence to policies, tone, and brand guidelines, promoting consistency across all interactions.
- Maintain shift schedules, ensure proper coverage, and manage attendance to guarantee seamless operations.
- Analyze team performance reports and generate actionable insights for optimization, driving business growth and efficiency.
- Ensure daily agent productivity targets are met, maximizing output and performance.
- Contribute to knowledge base development and continuous process improvement, enhancing the overall customer experience.
- Communicate with warehouse teams to coordinate pending issues, resolving any challenges that arise.
- Identify training and quality needs, implementing targeted solutions to improve performance.
- Drive recognition and reward initiatives, fostering employee engagement and motivation.
- Conduct interviews to select the best candidates for job profiles, ensuring a strong fit between talent and role.
- Be open to working rotational shifts, including night shifts, to meet business demands.
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