Customer Experience Operations Lead
5 days ago
Job Title: Customer Experience Operations Lead
As a key member of our team, you will be responsible for delivering excellent customer service and satisfaction through effective personal customer relations skills. You will lead, coach, and motivate the team to achieve departmental KPIs and targets.
- Obtain and evaluate all relevant data to handle complaints and inquiries.
- Record details of comments, inquiries, complaints, and actions taken.
- Manage administration, communication, and coordination with internal departments.
- Lead and motivate a Contact Centre team to optimum performance levels to achieve agreed targets contributing to the company's objectives.
Key Responsibilities:
- Provide clear and concise direction, support, and guidance to the team through effective coaching, leadership, and setting of SMART objectives.
- Manage performance through regular, effective reviews, addressing performance issues according to the company's policies and procedures.
- Conduct development reviews and recommend training and development plans.
Requirements:
- Bachelor's degree in computer science or any relevant science field.
- 8-10 years of experience in Customer Support or Multi-Lingual Campaigns.
- People Management skills.
- Good working knowledge of MS Office tools.
- MS Excel - Advanced.
- MS PowerPoint – Advanced.
- Power BI – Nice to have.
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