Customer Experience Manager

1 week ago


Kanpur, Uttar Pradesh, India ADCI - Uttar Pradesh Full time
Job Description

We are seeking a highly skilled Customer Experience Manager to join our team in Uttar Pradesh. As a key member of our Seller Support team, you will be responsible for providing exceptional customer service and support to our clients.

About the Role

The ideal candidate will have a strong background in customer-facing roles, with experience in managing high-volume teams and driving performance improvement. You will be expected to lead by example, motivate others to excellence, and insist on the highest standards around performance, behaviors, and client interactions.

Key Responsibilities
  • Manage the performance and behavior of 25-30 team members through effective coaching, guidance, and mentorship.
  • Implement performance goals, monitor progress, and evaluate against pre-set targets, implementing action plans to address performance barriers as needed.
  • Analyze performance metrics to identify areas of opportunity for growth and drive performance improvement.
  • Ensure that team members understand performance and behavior expectations and their impact on site performance and client satisfaction.
  • Partner with workforce management to execute daily staffing plans, identify volume and capacity changes, and make adjustments to ensure staffing requirements are met.
  • Manage schedules, monitor adherence, time-off planning, and attendance in partnership with Workforce Management.
  • Participate in daily Kaizen events to identify and implement process improvement initiatives.
  • Conduct regular audits of client interactions and provide coaching to improve performance.
Requirements
  • B2 certified in Spanish language.
  • Minimum of 15 months' experience as an Associate Advisor in SPS or 18 months in Spanish Team handling experience.
  • Solution-focused individual with passion for people leadership and drive to nurture a culture of innovation.
  • Excellent communication and interpersonal skills, with ability to work collaboratively with cross-functional teams.
  • Strong analytical and problem-solving skills, with ability to analyze complex data sets and drive insights-driven decisions.
What We Offer

In addition to a competitive salary and benefits package, we offer opportunities for career growth and development, as well as a collaborative and dynamic work environment.



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