Customer experience manager - united arab emirates, dubai

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 customer’s experience• help the technical team overcome any delays in system implementation by participating in uats as and when required skillsrequired skills to be successful:-leadership skills.negotiation influencing skills.interpersonal skills.team management skills.excellent written and verbal communication skillsproblem analysis and problem-solvinginformation managementformal presentation skillspersuasivenessadaptabilityinnovationjudgmentdecision-makingproficiency in communication & computer literacy are prerequisites. what equips you for the role:minimum 8-10 years significant experience in customer service and customer experiencedegree/higher level qualification in business/operations/customer experiencemanagement and people development experiencedata and analytics experience and knowledge of how to determine trends from datasap or similar experiencehigh level of ms officeexperience on nps programsexcellent data and trend analysis skills

More jobs