Customer Experience Team Manager
3 semanas atrás
About the roleCatawiki is searching for a motivated and experienced Customer Service Manager to lead teams in our CX Department. Your goal will be to provide outstanding customer service to our buyers and sellers by developing effective teams.
To qualify for the role, the ideal candidate will have proven experience working in a customer service position, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.
As a Team Manager you will oversee the daily operations of customer service teams. You are passionate about the Customer and people and you will ensure system and process functionality and productivity. In addition, you will manage your staff and work closely with other departments at the company.
As a Team Manager you must be an organized, reliable and results-driven professional. You have a practical mind to solve problems on the spot partnered with an ability to see the "big picture" and make improvements.
Within and outside your circle of influence you are expected to proactively come up with solutions, plans and strategies that enable your team to achieve its goals.
What you'll doIdentify development needs and provide coaching and support to team leads.Proactively identify process gaps and areas of high impact for opportunities within CX and beyond.Ability to communicate with a wide variety of stakeholders from executive leadership teams to our commercial counterparts.Supervising day-to-day operations of teams in the Customer Experience department.Execute on customer service procedures, policies, and standards.You ensure procedure and policy adoption in CX.Identify development needs and provide coaching and support to team members.Communicate expectations to your team and provide timely updates.Setting up personal and team goals.Responsible for Team KPI and Team performance - You have an active role and quarterly goals on team-overarching projects contributing your eNPS, Quality and efficiency goalsHaving 1:1 on a regular basis and yearly performance appraisals with your direct reports.Setting up bilateral meetings, team meetings and joining jobinterviews.You work cross functionally with other teams and other departments
What you'll bringA natural leader who has at least 3 years of experiences managing team leads, preferably within an international and scalable organization.3-5 years of experiences in contact center environments.Ability to work through high level of change and ambiguity in fast paced environments.Experience in managing multilingual teams in virtual or hybrid multicultural environments.Ability to lead teams in multi-tasking, prioritization, and meeting timelines on deliverables.Work well under pressure and follow through on items to completion.Hands-on mentality and proactive.A proficient level of English is requiredWilling to work in rotating shifts including evenings, weekends and public holidays.
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