Global Customer Experience Director

Há 6 dias


Lisboa, Lisboa, Portugal United Call Centers Tempo inteiro
Customer Experience Director
We are seeking a skilled Customer Experience Director to lead and shape our high-performing customer service teams. In this role, you will be responsible for mentoring a team of remote customer service agents, driving results-oriented initiatives, and fostering a positive team culture.

Key Responsibilities
  • Lead and mentor a team of remote customer service agents to achieve high performance and engagement.
  • Monitor daily operations, track key performance metrics, and implement strategies for continuous improvement.
  • Provide coaching and real-time support to agents, helping them resolve complex customer inquiries.
  • Conduct quality assessments and performance evaluations, offering constructive feedback.
  • Serve as the primary point of contact between agents and management, escalating issues when necessary.
  • Develop and implement best practices to enhance efficiency and customer satisfaction.
  • Collaborate with training teams to ensure agents receive ongoing development and product knowledge updates.
  • Foster a positive, motivated team culture in a remote work environment.

Requirements
  • Proven experience as a Customer Service Team Lead or in a similar supervisory role.
  • Strong leadership skills, with the ability to inspire and manage remote teams effectively.
  • Excellent problem-solving and decision-making abilities.
  • Hands-on experience with customer service tools, CRM systems, and performance tracking metrics.
  • Fluency in English (C1/C2) and German (C1/C2).
  • Ability to analyze data and drive performance improvements.
  • Experience working in remote, multicultural teams.
  • Strong communication and conflict resolution skills.


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