Customer Experience Manager
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Key skills for this role
About the Role
Contact Centre Leadership & Operations Provide end-to-end leadership of Contact Centre operations, covering inbound and outbound interactions across multiple customer touchpoints.
Key Skills for This Role
Full Job Posting
Contact Centre Leadership & Operations
- Provide end-to-end leadership of Contact Centre operations, covering inbound and outbound interactions across multiple customer touchpoints.
- Ensure optimal staffing models through accurate workforce planning, capacity forecasting, and productivity management for peak and non-peak periods.
- Oversee daily operations to ensure consistent achievement of service levels, response times, resolution rates, and quality standards.
Customer Experience & Service Excellence
- Own and continuously improve the end-to-end customer journey handled by the Contact Centre.
- Lead complaint management, escalation handling, and service recovery to ensure timely and effective resolution of high-priority customer cases.
- Monitor customer feedback, CSAT, and quality assessments to identify trends, root causes, and service improvement opportunities.
- Drive initiatives that contribute to measurable improvements in customer satisfaction, retention, and loyalty.
Performance, Quality & Reporting
- Define, monitor, and report on operational KPIs including SLA, Average Handling Time, First Contact Resolution, CSAT, productivity, and utilization.
- Prepare and distribute regular operational, performance, and executive dashboards to senior management.
- Oversee quality assurance frameworks, corrective action tracking, and continuous improvement plans.
- Facilitate quality system reviews with executive stakeholders and ensure accountability for agreed actions.
Process Improvement & Change Management
- Lead the design, implementation, and continuous improvement of Contact Centre processes and policies.
- Identify operational, technological, and system enhancements that improve efficiency, quality, and customer experience.
Qualification
Bachelor’s Degree in Business Administration, Management, or a related discipline
Professional certifications in Customer Experience, Contact Centre Management, or Service Excellence
are an advantage
Experience And Competencies
- 9 years of relevant working experience
- Proven experience managing large-scale, high-volume service environments
- Demonstrated success in SLA management, escalation handling, and service transformation initiatives
- Experience working with CRM platforms and performance dashboards
- Strong leadership, coaching, and performance management capabilities
- Data-driven decision-making and analytical mindset
- Excellent stakeholder management and executive communication skills
- Change management and continuous improvement expertise
- Customer-centric mindset with strong operational discipline
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