Customer Experience Manager
3 days ago
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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