Customer Experience Manager

Position Summary:

The role involves optimizing the performance of the Outsourced Contact Center Service Partner through the establishment of clear customer success goals, strategic planning, and tactical execution. Leading a team, the incumbent will oversee the implementation of standardized processes aimed at achieving scalable solutions that prioritize customer satisfaction and deliver the best possible customer experience.
Responsibilities Overview:

Performance Oversight:
Monitor the Outsourced Contact Center Service Partner’s performance across various channels (voice, non-voice, email) to ensure adherence to Service Level Agreements (SLAs).

Data Analysis and Reporting:
Analyze data and generate insights to support decision-making, providing valuable feedback to enhance brand strategies.

People Management:
Lead, mentor, and manage CS Ops Associates, facilitating their effectiveness through coaching, feedback, and access to relevant resources and data.

Planning and Budgeting:
Collaborate with finance in budget planning exercises, diligently adhering to approved budgets.

Risk Management:

Identify and address potential risks early on, providing escalation paths as necessary to mitigate any adverse impacts.

Cross-Functional Collaboration:

Coordinate with various teams to ensure comprehensive customer issue resolution and satisfaction, including relaying feedback to the Product and Business teams, aligning with Support on major cases, reporting bugs to the technical team, and providing input on solutions to enhance the customer experience. Additionally, support the Technical team in overcoming implementation delays by participating in User Acceptance Testing (UAT) activities as required.

Skills Required for Success:
Leadership:
Ability to inspire and lead teams towards achieving objectives.
Negotiation and Influencing:
Proficient in negotiating and influencing stakeholders to drive desired outcomes.
Interpersonal

Skills:

Strong ability to interact effectively with individuals at all levels.
Team Management:
Skilled in managing and motivating teams to achieve collective goals.
Communication:
Excellent written and verbal communication skills to convey ideas clearly and persuasively.
Problem-Solving:
Capable of analyzing problems and implementing effective solutions.
Information Management:
Ability to efficiently manage and utilize data and information.
Presentation

Skills:

Proficiency in delivering formal presentations to diverse audiences.
Adaptability:
Ability to adapt to changing circumstances and environments.

Innovation: Demonstrated capability to innovate and explore new approaches.
Judgment:
Sound judgment and decision-making skills in complex situations.
Computer Literacy:
Proficient in using communication tools and computer applications.

Experience and Qualifications:

a. Significant

Experience:

Minimum 8-10 years of relevant experience in Customer Service and Customer Experience roles.
b. Educational

Qualification:

Degree or higher-level qualification in business, operations, or customer experience.
c. Management

Experience:

Experience in managing and developing teams.
d. Data and Analytics:
Knowledge and experience in data analysis, including trend identification.
e. Technical

Skills:

Familiarity with SAP or similar systems, and proficiency in MS Office.
f. NPS Programs:
Previous involvement in Net Promoter Score (NPS) programs is advantageous.

These qualifications and skills equip individuals for success in driving customer satisfaction and enhancing the overall customer experience.