Job Summary
The Group wishes to invite applications from suitably qualified & experienced individuals to fill the Team Lead - Customer Experience role that has arisen in our organization.
Duties And Responsibilities
- Manage day-to-day operations of the Customer Experience (CX) Team as well being an active player in solving daily customer experience tasks.
- Provide leadership and direction to the CX Team by establishing strategy and goals for the team.
- As we expand, build up the team with the right competencies to drive success and performance with a customer centric mindset.
- Evaluate adequate allocation of resources to meet customer expectations on response time.
- Setting KPI’s for CX Team, provide feedback, coaching and mentoring to enhance team effectiveness and quality.
- Participate in the future definition of customer journeys across the group.
- Translate customers’ feedback and inputs into actionable insights for relevant departments across the Group.
- Maintain, update, and monitor all training needs including but not limited to upgrading, new program training and soft skills training.
- Provide ongoing group and individual coaching, and provide manager with a regular forecast of future needs for the CX team.
- Create tools, assessments, and evaluation checklists to assess the progress of new and existing team members.
- Monitor Customer Experience tracking software (across all touchpoints) and proactively address any concerns or issues of Quality Assurance.
- In conjunction with the Manager create and maintain a quality assurance program that measures acceptable standards and includes touchpoint monitoring and processing.
- Prepares, forecasts and budgets for CX Team and submits to the Head: Customer Experience for inclusion in the overall departmental budget.
- Translates the annual Business plan into a monthly operational plan for the CX Team.
- Build and sustain productive relationships with internal stakeholders and collaborate to continually improve the customer support experience.
- Handle customer escalations, complex, and ongoing problem situations.
- Manage communication with cross-organization functions.
- Promote and enforce support procedures and processes.
Qualifications And Experience
- Possesses a Bachelor of Business Management, Marketing Management or equivalent.
- Must have up to 4-6 years in proven experience in customer experience, contact centre, client communication, client interaction management, research, project delivery & implementation.
- Broad knowledge of the Contact Centre business and omnichannel customer platforms.
- Is efficiently able to manage and develop staff while maintaining and improving the skill sets needed to solve work related problems to achieve the correct business outcomes.
- Must have exceptional interpersonal and leadership skills needed to co-ordinate the efforts of a comprehensive team.
- Possesses excellent verbal and written communication and able to solve and present on complex Customer Service-related situations.
How To Apply
To Apply Use Link: https://vacancies.cimas.co.zw/job-application-form/
