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Service Excellence Manager
3 weeks ago
As a Service Excellence Manager, you will be responsible for ensuring that our customer service team delivers exceptional service and maintains high-quality standards.
You will develop and implement strategies to enhance customer satisfaction, maintain brand reputation, and foster a customer-centric culture within the organization. Your role is crucial in driving continuous improvement initiatives to streamline workflows and systems.
Key Responsibilities:
- Establish and maintain quality standards, policies, and procedures for customer service operations.
- Develop and implement quality assurance processes and methodologies to assess service performance.
- Lead a team of quality supervisors & analysts and ensure they perform towards the quality goals.
- Conduct regular audits and reviews of customer interactions, analyze feedback, identify trends, and recommend improvements.
Performance Monitoring:
- Hold responsibility for CSAT.
- Monitor service metrics and generate reports to evaluate team performance.
- Conduct root cause analysis of customer dissatisfaction and implement corrective actions.
- Collaborate with cross-functional teams to address systemic issues affecting service quality.
Training and Development:
- Teach quality specialists to provide coaching and feedback to agents to improve their performance.
- Identify training needs and collaborate with the training department to design relevant training materials.
Skills and Qualifications:
- Bachelor's degree in business administration, customer service management, or a related field (or equivalent experience).
- At least 5 years of experience in quality management, preferably in a customer service or contact center environment.
- Strong knowledge of customer service principles, practices, and industry standards.
- Familiarity with quality management methodologies and tools.
