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Customer Experience Team Lead

Customer Experience

Description

morning is looking for a customer experience team lead, you will be responsible for leading and motivating the customer experience team to provide excellent and professional service to our customers. 

the ideal candidate will have a passion for customer service and see people first. this role requires a strong focus on both individual and team needs, as well as alignment with the goals and strategy of the department and the company.


what you'll do:

  • manage 10-15 representatives on a personal and professional level.
  • conduct daily/monthly data analysis and examine employees' work to comply with departmental kpis.
  • lead team members to the goals, working independently and collaboratively.
  • provide regular feedback and build routines to maintain team members' professionalism.
  • ensure employee satisfaction by identifying and highlighting their uniqueness.
  • connect the team to the goals and strategy of the company.
  • build internal departmental work processes, taking initiative and a critical approach to existing processes for continuous improvement.
  • drive processes and build a data-based strategy in connection with a broad view of the company's goals.
  • examine improvement and build dashboards that support decisions and meeting goals.
  • work with different departments in the company in transversal projects.

Requirements

  • minimum of 3 years proven experience as a manager of a customer service/experience team with a team size of at least 10 employees
  • strong analytical skills with the ability to analyze data and draw conclusions to meet departmental goals
  • experience in training teams.
  • excellent communication skills with the ability to convey messages clearly while adapting to different audiences
  • flexibility to adapt to changes quickly and make decisions on the fly
  • self-motivated and curious with the ability to examine things in-depth on one's own initiative
  • proficiency in microsoft office and google applications, including sheets and docs
  • high level of proficiency in english

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