Role Objectives:
As an Outbound Customer Experience Team Leader, you'll lead and inspire a team of dedicated CX associates, championing a positive customer experience and ensuring satisfied customers stay with Breadfast. You'll be the voice of the customer, driving continuous improvement and building a high-performing, engaged team.
Roles & Responsibilities:
- Motivate, mentor, provide constructive feedback, and coach the team, guiding them to success by identifying development needs and providing personalized support
- Empower the team to handle complex or escalated customer issues confidently, ensuring customer satisfaction
- Analyze interactions, create reports, and validate complaints to identify areas for improvement within Breadfast's offerings.
- Communicate them effectively with other teams and follow through for resolution
- Develop a deep understanding of customer needs and communicate this feedback to drive ongoing product enhancements
- Manage schedules, overtime, and vacation requests while ensuring team adherence to procedures and high-quality service delivery
- Evaluate team and individual performance, utilizing KPIs to measure success and identify areas for improvement
- Proactively seek ways to boost productivity and customer satisfaction, fostering a culture of continuous learning and growth.
Required EDUCATION, KNOWLEDGE, AND SKILLS:
- Bachelor's Degree in any relevant field
- Two years of experience leading a voice team and a passion for inspiring and motivating others
- Excellent written and spoken communication skills in both Arabic and English
- Experience with CRM systems and embracing technology to enhance operations
- Thrive in a fast-paced environment with rotational shifts and changing priorities
- Initiative, be accurate, and manage multiple tasks effectively
- Responsible and have a high sense of ownership and commitment