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Customer Experience Team Leader
4 weeks ago
* Manage a team of Customer Experience Analysts.
* Conduct QA of the analyses produced by Customer Experience Analysts to ensure consistency & accuracy.
* Ensure client deadlines are met.
* Coach new staff members.
* Monitor & improve Customer Experience Analyst quality & productivity.
* Verify & approve Customer Experience Analyst timesheets.
* Escalate & manage any issues.
* Respond to queries from Customer Experience Analysts.
* Provide regular reports on project/Customer Experience Analyst progress.
* Highlight any improvements that could be made to systems/methods of working.
* Assist with/run quarterly calibration sessions.
* Recruit & train new Customer Experience Analysts.
* Produce client reporting.
* Work closely with colleagues in a collaborative environment.
Essential
* Proven experience in the management & development of a team.
* Strong interpersonal skills relating to individuals at all seniority levels both internally & externally.
* Ability to work under pressure, use initiative, prioritise & work to tight deadlines.
* Proficiency in Word, Excel & PowerPoint packages.
* Excellent written & oral communication skills.
* Excellent attention to detail.
Desirable
* Previous experience of managing a remote team.
* Proven experience in QA conducted in a contact centre environment
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