
Senior Customer Experience Manager
Há 24 horas
The role of a senior team lead involves overseeing the development and implementation of process enhancements, leveraging technology and performance metrics to drive improvements in customer service.
Key responsibilities include:
- Strategic planning, prioritization, organization, and effective communication
- Familiarity with customer service software applications, workforce management tools, quality control technologies, and other related call center solutions
- Goal-setting and prioritization of specific objectives to achieve exceptional customer service outcomes
- Managing customer escalations and ensuring the achievement of all system, team, and individual customer service goals and standards
- Maintaining complete knowledge of all service tasks and programs, as well as managing key performance indicators
To excel in this position, the ideal candidate should possess:
- Agility and flexibility to adapt to changing workflows
- The ability to work with data as a production agent and perform quality checks as required
- A keen eye for detail with a strong quality mindset
This is an opportunity to grow professionally and contribute to delivering exceptional customer experiences. The successful candidate will be instrumental in shaping our customer service strategy and driving business growth through improved processes and customer satisfaction.
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