Customer Experience Manager

Key Responsibilities:

• Delegate tasks to team members to ensure smooth and efficient call center operations.
• Coach, mentor, and motivate staff to develop their skills and enhance team performance.
• Manage daily call center activities, ensuring adherence to procedures and standards.
• Provide clear guidance, support, and leadership to the team while setting SMART objectives.
• Conduct performance reviews, address performance issues, and apply company policies and procedures.
• Create and manage shift schedules to ensure consistent customer support coverage.
• Stay knowledgeable about all company products, services, and procedures, and communicate updates to the team.
• Monitor calls to ensure adherence to quality and procedural standards.
• Organize and facilitate training sessions for agents, including onboarding for new hires.
• Recommend and procure tools or equipment to improve call center efficiency.
• Conduct regular performance reviews and provide tailored training for underperforming team members.
• Prepare and submit progress reports to management and propose strategies for improvement.
• Foster a positive and supportive work environment while effectively delegating tasks.
• Develop and maintain training plans for team members, ensuring ongoing development.
• Stay updated on industry trends and relay relevant insights to the team.
• Escalate complex issues to senior management when necessary.

Qualifications:

• Bachelor's degree in a relevant field.
• Proven experience supervising a team in a call center or customer service environment.
• Strong understanding of KPIs and conversion metrics.
• Excellent communication and presentation skills.
• Customer-focused with the ability to adapt to different personality types.
• Exceptional multitasking, prioritization, and time management skills.
• Strong customer service and problem-solving abilities.
• Experience handling demanding customers and managing escalations.
• Effective planning, organizational, and leadership skills.
• Proficiency in coaching and motivating employees.
• Keen attention to detail with strong analytical thinking capabilities.

If you're passionate about leading teams and delivering exceptional customer service, we’d love to hear from you!