Customer Service Manager - UK Company. (Work From Home)

Customer Experience (CX) Team Lead

As the Customer Experience (CX) Team Lead within our outsourcing team, you will play a crucial role in defining and enhancing the support experience for our clients. This position is designed for a results-driven leader passionate about driving excellence and implementing innovative customer service strategies.

Duties & Responsibilities

Key Responsibilities :

• Leadership and Development : Lead a dynamic team, fostering a culture of continuous improvement, accountability, and high performance. Implement a coaching culture that supports professional growth and development.
• Operational Excellence : Oversee daily operations, ensuring efficiency and effectiveness in meeting service level agreements (SLAs). Identify and mitigate operational risks.
• Training and Empowerment : Develop comprehensive training programs to advance team skills and knowledge. Encourage empowerment and decision-making within the team.
• Culture and Morale : Build a positive team environment that champions company values, encourages collaboration, and supports individual well-being.
• Performance Management : Promote a culture of excellence through regular performance reviews, feedback, and recognition. Drive initiatives that enhance productivity and customer satisfaction.
• Customer Escalations : Handle customer issues with empathy and professionalism, ensuring quick and effective resolutions.
• Innovation and Improvement : Stay informed about industry trends to drive innovation within the team. Lead projects aimed at improving processes and enhancing the customer experience.
• Data Analysis : Utilize customer data to identify trends, inform strategy, and improve service delivery.

Desired Experience & Qualification

Requirements :

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