Cx Leader
4 meses atrás
**Nível**: Analista
**Cursos de**: Administração/Atendimento ao Cliente
**Escolaridade**: Graduação - Completo
**Tipo de contrato**: CLT
**Jornada de trabalho**: Segunda à Sexta, das 9h às 18h.
Disponibilidade para home-office
**Benefícios**: Plano de saúde, Assistência odontológica, Vale alimentação, Vale transporte, Convênio farmácia, Auxílio creche, TotalPass
**Responsabilidades e Experiências desejáveis**:
Um líder de CX, ou líder de experiência do cliente, é alguém encarregado de gerenciar e aprimorar a maneira como os clientes interagem e percebem uma empresa ou organização. Sua responsabilidade principal é garantir que os clientes tenham experiências positivas e satisfatórias ao interagir com a marca, produtos ou serviços
**Na AMARO, um CX Leader tem como responsabilidades**:
Desenvolver um time de colaboradores motivadas, engajadas e prontas a entregar todos os dias uma experiência de atendimento surpreendente e altamente humanizada;
Realizar acompanhamento diário dos índices individuais da equipe de Performance, produtividade, Qualidade e C-sat;
Agir, dar suporte e oferecer feedbacks aos colaboradores na interação com clientes, além de buscar disseminar a cultura de Excelência no atendimento às clientes AMARO;
Fazer o acompanhamento de “métricas comportamentais” tais como: absenteísmo, turn over, plano de desenvolvimento assumindo a responsabilidade pelos índices considerados adequados por parte da AMARO;
Ser ponte entre os colaboradores da equipe e outros departamentos buscando a melhor realização de tarefas e satisfação dos membros de equipe quanto aos ambientes, ferramentas e processos da companhia.
Fazer um report e Dashboards adequados de todas as análises métricas dos sistemas e times pertinentes a sua rotina diária, buscando soluções imediatas para eventuais intercorrências no departamento;
Buscar informações e alinhar processos com as outras áreas mantendo uma visão completa de possíveis processos que podem impactar nas métricas operacionais ou na entrega das atividades;
Manter uma agenda de atualizações com outros departamentos realizando planejamento e adequação da força de trabalho para quaisquer situações que impactem no atendimento às clientes AMARO, mantendo o monitoramento de filas e demandas operacionais da equipe;
Buscar inovações e liderar projetos para melhoria da jornada e experiência da cliente AMARO.
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