About The Role

In this role, you'll be responsible for developing strategic plans for Customer Experience and Digital Channels team. You'll collaborate with the Customer Care administrative team to set metrics and goals for the department. Additionally, part of your responsibilities includes overseeing activities related to WFO, Digital Channels, KB management, training, customer experience, and Voice of the Customer. You'll have the opportunity to lead a team and executing our goal of delighting and assisting customers, while continuously improving the customer journey.

Responsibilities—what you'll do:

·      Customer Engagement and Customer Experience: Analyze customer engagement patterns to create accurate forecasts and maintain a customer-centric perspective. Follow up on the strategies to address issues, enhance customer retention, and gather valuable insights for service improvement. Create positive interactions with our Customers across all touchpoints

·      Culture of Customer Focus: Cultivate a customer centricity culture and introduce customer experience tools and methodologies throughout the company.

·      Voice of the Customer (VoC): Champion the VoC within the organization, driving proactive initiatives to resolve service issues.

·      Monitor and achieve OKRs: Ensure service levels across different channels our customers.

·      Resource Optimization: Guarantee that customer service tools are scalable and cost-effective. Implement automation processes and procedures to increase first-contact resolution and reduce the need for follow-up interactions by our sales force. Optimize available resources effectively.

·      Collaboration with Other Teams: Foster strong relationships with all company teams. Collaborate with cross-functional teams to enhance customer satisfaction.

Requirements:

• Bachelor's degree in industrial engineering, business administration, communications, or equivalent applicable experience and certification related to customer service operations is required
• 7+ years of customer experience, customer service administration and/or operations planning
• Experience in knowledge management and digital channels
• Fluent in English
• Communication skills and adaptation to change
• Knowledge of COPC (desired)
• Knowledge on Contact Center systems: Genesys, NICE, AVAYA, etc.

Other qualities we look for:

• Has a tactical look, strategy and vision of the future.
• Innovation, initiative and the ability to identify and solve problems proactively.
• Anticipates issues and considers downstream impact before making decisions; looks at issues from a cross-functional perspective.
• An ability to solve complex problems with minimal guidance.