Customer Experience Manager
hace 2 semanas
We are seeking a skilled Customer Experience Manager to join our team at Allianz Direct. As a Customer Experience Manager, you will be responsible for ensuring that customer interactions meet the quality standards set by the company.
This involves monitoring and directing the daily activities of contact center agents, evaluating their performance using metrics and KPIs, and providing constructive feedback and establishing improvement plans when necessary.
Responsibilities:
- Monitor and direct daily activities of contact center agents to ensure performance and quality objectives are met.
- Provide training and support to agents to improve their skills and knowledge.
- Evaluate performance using metrics and KPIs, providing constructive feedback and establishing improvement plans.
- Act as an escalation point to resolve complex issues or customer complaints that agents cannot resolve.
Requirements:
- Leadership experience in a contact center or similar role.
- Excellent communication and interpersonal skills.
- Ability to analyze data and make informed decisions.
- Proactive attitude and focus on continuous improvement.
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