Description:
Were looking for an experienced Operations Manager Customer Experience to lead a dynamic call centre team, ensuring top-tier performance and customer satisfaction. This role is responsible for driving operational excellence, meeting key performance metrics, and fostering a culture of continuous improvement.
Key Responsibilities
Performance & Operations Management: Ensure all KPIs are met or exceeded, including customer satisfaction, compliance, and service delivery.
Client Relationship Management: Maintain strong relationships with clients at an operational level to ensure high satisfaction and service excellence.
Team Leadership & Development: Lead, motivate, and coach team leaders to create high-performing teams that deliver exceptional customer service.
Employee Engagement: Collaborate with HR to boost engagement, minimize attrition, and build a positive and rewarding work environment.
Continuous Improvement: Analyze performance data to identify areas for enhancement and implement strategic improvements.
Communication & Reporting: Provide regular business updates and performance reports to internal stakeholders and clients.
Decision-Making & Strategy
Align business objectives with client expectations and strategic goals.
Make data-driven decisions to enhance performance, productivity, and team effectiveness.
Oversee performance management and handle disciplinary matters where necessary.