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Job Description
- Define measurable CX Metrics within the account
- Develop and implement onboarding, training, and ongoing skills growth programs for CX, QA and Compliance teams
- Establish and maintain frequent forums for CX Owners – Majorel & Uber
- Map communication matrix and role support layers towards end touch point
- Foster a positive, balanced working environment that gets team members excited about their work and mitigates risk of burnout
- Act as Main POC for engagement with clients on CX, QA and Compliance activities
- Establish unified Reporting
- Leverage knowledge of CX industry standards and best practices to manage current systems
- Deliver performance trends, insights, and key learnings to stakeholders
- Prioritize and delegate CX team tasks based on current business objectives
Job Requirements
- Excellent Leadership skills
- Excellent in English is a must
- Excellent Coaching Skills
- Customer Centric
- Excellent written and oral communication
- Strong analytical thinking as well as problem solving skills; proven ability to apply quantitative data analysis techniques to improve work processes
- Culture Driven
- +8 Years in Customer Service industry
- Experience in CX, Training
- 4 Years managing staff
