About this leadership role: We are seeking an experienced leader to oversee the performance of a customer experience team, ensuring exceptional service delivery and quality management across multiple contracts.
This is a permanent full-time position, Monday to Friday, based in Victoria offices.
Key Responsibilities:
* Manage team performance in handling customer inquiries and resolving service requests efficiently.
* Implement robust quality control processes, evaluating interactions to identify areas for improvement.
* Lead and mentor the customer experience team, promoting a positive and engaged work environment.
* Provide timely resolutions to VOC and customer escalations, ensuring effective communication.
* Conduct regular performance reviews for direct reports, using platforms like SuccessFactors.
* Collaborate with clients to manage daily interactions and ad-hoc requests, maintaining strong relationships.
* Monitor key performance indicators (KPIs) to ensure contract-specific SLAs are consistently met or exceeded.
* Foster adherence to team schedules and real-time monitoring to optimize productivity and service delivery.
About You:
You are a seasoned leader with expertise in customer experience, quality management, and service delivery. Ideally, you possess:
* Demonstrated leadership skills with a proven ability to manage people performance, quality, and team engagement.
* Excellent stakeholder engagement and communication skills.
* Experience in quality management, including conducting evaluations, providing feedback, and improving processes.
* Proficiency in MS Office suite and experience with reporting and performance management tools like SuccessFactors.
* Possibility to use Genesys, preferred but not essential.