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 :
Animal Lover : Must love animals.Proven Leadership : Demonstrated ability to lead and develop high-performing teams. Experience in fostering a coaching culture and driving operational excellence.Strong Interpersonal Skills : Ability to inspire, motivate, and communicate effectively with team members at all levels.Problem-Solving : Exceptional problem-solving skills with the ability to navigate a fast-paced environment.Collaboration : Strong collaborative skills, able to work effectively with cross-functional teams to achieve business goals.Adaptability : Openness to embrace new challenges and a commitment to continuous learning and improvement.Customer-Centric : A strong commitment to delivering outstanding customer service.#J-18808-Ljbffr