Customer Experience Manager
United Arab Emirates, United Arab Emirates
Job Description
Overview of the role:Drive the effectiveness and efficiency of the Outsourced Contact Center Service Partner by defining customer success objectives, strategy, and tactics, and by leading a team that reinforces the implementation of standard processes that scale to achieve the ultimate goal of Customer satisfaction and best Customer Experience.What you will do:-Description of Accountability:Processes: Monitor Outsourced Contact Center Service Partner performance to ensure SLAs are met (Voice, Non-Voice, Email)Report& Analysis: Provide insights to the brand as a result of careful analysis of data and reportsPeople Management Responsibilities: Lead, enable and manage CS Ops Associates by providing coaching/ feedback, materials and data that will help CS Ops Associates work more effectively.Planning and Budgeting responsibilities - Support in Budget exercise alongside finance and consciously adhere and control the approved budgetRisk Management: Detect early signals of risks address them, and provide path to escalationCross-Functional Coordination: Coordinate cross-functional processes that help meet complete resolution and satisfaction of customers:
- Relay customer feedback to the Product team and Business stakeholders
- Align with the Support team on resolution of major cases and report bugs to technical team
- Provide feedback to Business on the readiness of solutions that improves customers experience
- Help the Technical team overcome any delays in system implementation by participating in UATs as and when required
Bayt
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Job Detail
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Job IdJD1690735
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationUnited Arab Emirates, United Arab Emirates
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EducationNot mentioned