Customer Experience Manager

3 days ago


Cardiff, Cardiff, United Kingdom Kasha Full time
Job Title

A highly skilled and experienced Customer Experience Manager is required to lead our call center team in delivering exceptional customer experiences.

This role involves managing a team of customer service representatives, ensuring service excellence, team development, and operational efficiency.

Key Responsibilities
  • Team Management:
  • Lead, mentor, and support a team of call center agents.
  • Set clear performance expectations and provide regular coaching and feedback.
  • Conduct one-on-one meetings, performance reviews, and development plans.
  • Operational Oversight:
  • Monitor daily operations and ensure team adherence to service level agreements (SLAs).
  • Manage team schedules, shifts, and attendance to maintain optimal service coverage.
  • Ensure timely and accurate handling of customer queries, complaints, and escalations.
  • Performance and Quality Monitoring:
  • Track and analyze key performance indicators (KPIs), including first-call resolution, customer satisfaction, and average handling time.
  • Conduct regular quality checks and call audits to ensure service quality.
  • Create and implement action plans to improve individual and team performance.
  • Salary
  • We offer a competitive salary of $60,000 - $80,000 per year, depending on experience.


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