Key Responsibilities

Team Leadership and Development:

• Lead, mentor, upskill and develop our Customer Engagement Team to ensure high levels of performance and engagement.
• Motivate the team, driving cohesion and fostering a positive morale that reflects in their interactions with customers.
• Handle customer escalations effectively, providing guidance and support to the team to resolve complex issues swiftly and satisfactorily.
• Serve as a point of escalation for challenging cases, ensuring that all customer concerns are addressed promptly and thoroughly.
• Guide the team in best practices for problem resolution, empowering them to handle future issues with confidence and competence.
• Conduct regular training sessions and performance evaluations to build a skilled and motivated team.
• Foster a positive, customer-focused culture within the team.

Customer Experience Management:

• Ensure that every customer interaction is handled to the expected standard; professionally, efficiently, and results in an exceptional customer experience.
• Develop and implement strategies to improve customer satisfaction, reduce response times, and enhance overall service quality.
• Monitor customer feedback and implement necessary changes to address any service gaps.
• Devise and implement systems and/or processes to extract relevant information from our customer base.

Operational Efficiency:

• Oversee the daily operations of the Customer Engagement department, ensuring smooth workflow and optimal resource allocation.
• Implement process improvements to enhance departmental efficiency and effectiveness.
• Oversee resource and capacity planning, including managing the team roster to ensure adequate coverage and efficiency.
• Delegate tasks where applicable to maximize team productivity and operational effectiveness.
• Implement process improvements to enhance departmental efficiency and effectiveness.
• Ensure adherence to company policies, departmental standard operating procedures, and service level agreements (SLAs).

Technical Oversight:

• Manage and optimize the use of customer support systems and tools, ensuring they are fully utilized to support team performance and customer satisfaction.
• Review current systems and architect new solutions tailored to our business needs and the Customer Engagement department. Implement these systems to enhance operational efficiency and customer service quality.
• Strategically develop and enhance systems to align with the company’s growth and evolving customer engagement strategies.
• Work closely with our internal development team and external development suppliers to integrate new technologies and systems that improve the customer support experience.
• Troubleshoot system issues and provide technical guidance to the team when needed.
• Continuously improve all processes and adapt them to suit new technologies.

Performance Monitoring and Reporting:

• Track and analyze key performance metrics, including response times, resolution rates, customer satisfaction scores, individual and team productivity.
• Prepare regular reports for senior management, highlighting performance trends, areas for improvement, and success stories.
• Develop and implement action plans to address any performance challenges.

Stakeholder Collaboration:

• Collaborate with other departments, such as Sales, Marketing, and Operations, to ensure a seamless customer experience across all touchpoints.
• Act as the voice of the customer within the organization, advocating for their needs and driving customer-centric initiatives.
• Participate in cross-functional projects aimed at improving the overall customer journey.

Requirements

Qualifications:

• Bachelor’s degree in Business, Management, or a related field (preferred)

Experience:

• Minimum 5 years experience in managing a call center or customer support team, with a proven track record of delivering exceptional customer experiences.
• Strong leadership and team management skills, with a track record of building and motivating high-performing teams.
• Excellent understanding of customer service processes and the customer journey, with a focus on enhancing the overall customer experience.
• Strong technical background with proven experience in implementing and managing customer support systems.
• Ability to manage and optimize team rosters, resource allocation, and capacity planning to ensure operational efficiency.
• Proficient in using customer relationship management (CRM) systems and other relevant support tools.
• Strong analytical and reporting skills, with the ability to track, analyze, and improve key performance metrics.
• Excellent communication and interpersonal skills, with the ability to effectively interact with diverse audiences, including customers and internal stakeholders.
• Ability to collaborate with cross-functional teams and drive initiatives that improve customer satisfaction and operational efficiency.
• Customer-focused with a strong commitment to delivering exceptional service and resolving issues promptly.
• Experience in handling escalations and guiding teams through complex customer issues.