Customer Experience Manager
6 months ago
As a customer experience manager, you will play a pivotal role in ensuring a positive and seamless customer journey across all touchpoints with the company.
You will ensure the smooth operation of the Call Center, handle the training for new joiners and make sure teams are up to standard on all Customer Experience related topics.
**Job Responsibility**.
- **Team Leadership**: Lead, motivate, and mentor a team of customer service representatives to achieve performance goals and deliver excellent customer experiences.
- **Performance Management**: Monitor and evaluate team performance through key performance indicators (KPIs) such as call quality, average handling time, and customer satisfaction scores. Provide regular feedback, coaching, and training to improve performance.
- **Operational Management**: Oversee day-to-day operations of the call center, including call volume forecasting, scheduling, and resource allocation to ensure efficient handling of customer inquiries and issues.
- **Process Improvement**: Identify opportunities for process optimization and implement strategies to improve call center efficiency, productivity, and customer service quality.
- **Quality Assurance**: Implement and maintain quality assurance programs to ensure compliance with company policies, procedures, and service standards. Conduct audits and reviews to assess and improve service delivery
- **Data Analysis and Reporting**: Analyze call center data, performance metrics, and trends to generate insightful reports, identify areas for improvement, and make data-driven decisions.
- **Technology Utilization**:Leverage call center technology, including telephony systems, CRM software, and workforce management tools, to optimize operations and enhance customer interactions.
Application Question(s):
- Salary Expectations
**Experience**:
- Call Center Management: 2 years (required)
**Language**:
- English (required)
**Location**:
- Dubai (required)
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