Objectives:

1. Management Of Customer Experience Center.
2. Improving The Customer Experience KPIs.
3. Management And Allocation Of Resources For The Client Products/Companies.
4. Continuous Improvement Of The Customer Experience Team.

Responsibilities:

1. Meet The Key Performance Indicators Targets For The Customer Experience Department.
2. KPIs: Improve The First Contact Resolution (FCR). Reduce The Drop Rate. Improve The Customer Satisfaction Rating (CSAT). Improve The Conversion Rate. Reduce Average Conversation Time. Reduce Average Resolution Time.
3. Conduct Effective Resource Planning To Maximize The Productivity Of Resources (People, Technology, Etc.)
4. Collect And Analyze Customer Experience Statistics (Conversion Rates, Customer Acquisition Costs, Customer Service Metrics Defined Above, Etc.)
5. Assume Responsibility For Budgeting And Tracking Expenses.
6. Hire, Coach, And Provide Training To Personnel To Maintain High Customer Experience Standards
7. Evaluate Performance With Key Metrics (Accuracy, Waiting Time, Etc.)
8. Track The Root Cause Of The Most Occurring Problems And Devise Solutions To Fix Them.
9. Collect Feedback From The Customers And Identify The Most Common Negative And Positive Feedback.
10. Prepare And Submit Weekly Reports To The Chief Operations Officer, Which Should Include, The Most Commonly Faced Issues, Average Time Taken For Their Resolution, Average Resolution Time, Average Conversation Time, Average Idle Time, Miss Rate, Total Number Of Tickets, Total Closing Rate ([Resolved Tickets / Total Tickets] X 100).

Authorities:

1. Authority To Request New Technology And Resources Based On Data Provided In The Weekly Reports.
2. Authority Over The Customer Experience Team In The Capacity Of Supervisor.

Qualifications:

1. Demonstrated Success Managing And Delivering Customer Experience Team.
2. Relevant Degree (Bachelors In Computer Science / Computer Engineering) Is Preferred.
3. CCXP Certification Is Preferred.

Skills required:

1. Excellent Team Management Skills.
2. Excellent Documentation And Reporting Skills.
3. Excellent Written And Verbal Communication Skills.
4. Ability To Stay Calm And Composed During Conversations With Clients.
5. Ability To Manage Resources In Shifts And Their Monthly Roster Planning And Tracking.
6. Ability To Investigate And Identify Root Causes For A High Number Of Tickets.

Experience required:

1. Minimum Of 3 Years’ Experience As A Customer Experience Supervisor.
2. Experience In Leading Customer Experience Teams.
3. Experience In Formulating Gathering Frequently Asked Questions And Preparing Their Answers.