Customer Experience Team Leader Back Office Operations
Posted on :
10-09-2024
Employer Active
1 Vacancy
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Job Description
Job Title: Customer Experience Team Leader Back Office Operations
Primary Reporting: Manager Customer Support and Operations
Secondary Reporting: Director Customer Experience
Department:Transformation & Performance Customer Experience
Leadership Level:Leader of Individuals
Job summary/ Job purpose/ Role Intent:
To manage a team of customer care advisors to deliver comprehensive and excellent customer experience by ensuring quicker turnaround time of escalated cases and enhancing the First Contact Resolution by continuous improvement of workflows.
Key Responsibilities
1. Provide handson support and guidance to the back office team to ensure they deliver the required customer experience quality of service to achieve the requisite targets.
2. Monitor and manage quality and accuracy of customer interactions by the team.
3. Manage the workload of the team by allocating resources appropriately to optimize the service provision across the hours of operation.
4. Handle escalated queries and complaints from the team and ensure closure.
5. Ensure customer complaints are managed and resolved within the stipulated timelines to reduce on the backlog.
6. Communicates with other internal departments in case of issues and follows up on receiving fast resolution of the same.
7. Drive customer satisfaction through identification of the ever changing customer needs and recommendations of changes that business needs to effect.
8. Contribute and identify areas for improvement and enforcement of processes and procedures.
Principal Outputs for this role
1. Occupancy of the team to be above 86% this a measure of work done by the back office team
2. Manage proactive and positive communication and interaction with customers
3. Manage backlog and ageing to ensure 90% of tickets is resolved within the SLA
4. Contribute to maintaining deferred transactions on time at 85% backlog management (cases not closed at first contact should be closed within the defined targets)
5. Ensure the team achieves Agent Quality target of 90%
6. Escalation tracking and closure of cases
Requirements
Qualifications Academic and Professional
Bachelor s Degree in Business or related field
Experience
At least 3 5years relevant experience in a supervisory role within a contact centre environment or service industry
Competencies
Technical competencies
Knowledge of customer relationship management practices
Knowledge of CRM software
Customer Experience core competencies
Customer focus
Networking and building partnerships
Analytical thinking
Influencing and negotiation
Leadership competencies
Business acumen
Strategic orientation
Result orientation
Developing self/others
Employment Type
Full Time
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