Customer Experience and Operations Director
4 days ago
Job Title: Customer Experience and Operations Director
About the RoleWe are seeking a highly skilled Customer Experience and Operations Director to join our team at Percepta LLC. As a key member of our leadership team, you will be responsible for overseeing the Customer Experience team and driving operational excellence across our business.
Responsibilities- Supervise and support the Customer Experience team in delivering exceptional customer service.
- Analyze call and escalation data to identify process improvements and develop action plans to drive business growth.
- Partner with Customer Experience Specialists to ensure high levels of customer satisfaction and loyalty.
- Assist escalated customer calls and provide guidance to team members to resolve issues efficiently.
- Monitor and maintain service levels, including analysis and management of program trends and progress.
- Communicate changes and enhancements to relevant personnel to ensure seamless execution.
- Develop, coach, and evaluate team members to enhance their customer service skills.
- Interview prospective new employees and perform user acceptance testing of system enhancements to ensure they meet our standards.
- Professional level fluency in Norwegian and English (written and spoken) to C1/C2.
- Further education or equivalent experience, including mid-level experience in contact or customer call centers.
- Previous experience in managing, coaching, and improving team performance.
- Thorough understanding of contact center technologies and customer tracking systems.
- Strong time management, organization, and planning skills, with ability to prioritize and multitask.
- Proficient in Microsoft Office and team building skills.
- Ability to drive employee satisfaction and create a supportive learning environment.
- Competitive salary of $65,000 - $80,000 per annum.
- 25 days annual leave, increasing by 1 day on anniversary of start date for the first 5 years.
- Life assurance 4 x annual salary.
- Contributory pension scheme.
- Private medical insurance.
- Comprehensive travel insurance.
- Discounts on brand new vehicles.
- Employee assistance program.
- Culture of service, teamwork, respect, and proactive approach.
- Opportunities for career growth and learning.
- Diverse and community-minded organization with competitive compensation.
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