Customer Experience Manager

Job Title:	Customer Experience Manager
Education:	Master’s Degree
Location:	Egypt, Cairo
Category:	Customer Service/Support, Operations/Management
Description:	The Customer Experience Manager is responsible for making sure that the different duties that are assigned to contact center department staff are monitored to ensure they are efficiently carried out. His job description commonly entails supervising the daily activities of staff/personnel of the call center department in a bid to ensure efficiency on all fronts, he is also basically responsible for making sure that a high standard of service is delivered to customers through effective and efficient use of staff and other resources. He applies a wide range of tools to plan, analyze, and oversee the call center unit’s performance to make sure there are improvements. He ensures customer service agents have the required skills and ability to respond to calls for support, inquiries from customers, and other customer-related problems when complaints are lodged, and he must make sure that call center agents have deep knowledge and understanding of the company’s product as well as the ability to handle customers. He is also responsible for the provision of reports concerning the performance of the various sections of the center to other members of the company’s management team. The Customer Experience Manager provides the daily operational leadership for an assigned team, including working closely with the VP of Customer Engagement, Marketing Managers, support staff, and frontline leaders to achieve strategic objectives. Establish a high standard for productivity, quality, and customer service as well as define user guidelines. -Develop company systems for customer interaction and voice response and control the implementation process. Manage and improve center performance through performance monitoring, problem resolution, system audits, and quality assurance measures. Conduct staff performance reviews to assess needs, cost/benefit analysis, and other operational strategy assessments. Prepare contact center performance reports Determine contact center operational strategies by conducting exercises like performance reviews, capacity planning, and needs assessment. Effectively analyze, evaluate, and adjust relative to interaction trends, customer behaviors, and operational processes Collaborate with Marketing and Operations Teams to develop and implement customer-facing strategies, acquire new customers, and retain and grow existing customer relationships Drive customer loyalty through excellent service throughout the customer journey. Critically evaluate different customer needs and preferences and lead initiatives to enhance capabilities and new practices Manage external partners/outsourced functions as assigned.
Qualifications:	3 years minimum proven experience of managing a contact center Digital support expertise, like social support (social media), WhatsApp, FB messenger, InApp chat, and help center. Experience with banks/financial services is required. Experience with building contact centers from scratch Experience with CRM implementation. Quality assurance audits. Excellent communication, engagement, and development of people skills. Knowledge of performance evaluation and customer service metrics Experience with Omnichannel support is desired. Experience with fintech startups is a plus. Familiar with CSAT and NPS.
Contact:	Apply

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