Customer Experience Team Leader – Back Office Operations at CDL Human Resource

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

• Provide hands-on support and guidance to the back office team to ensure they deliver the required customer experience, quality of service to achieve the requisite targets.
• Monitor and manage quality and accuracy of customer interactions by the team.
• Manage the workload of the team by allocating resources appropriately to optimize the service provision across the hours of operation. 
• Handle escalated queries and complaints from the team and ensure closure.
• Ensure customer complaints are managed and resolved within the stipulated timelines to reduce on the backlog.
• Communicates with other internal departments in case of issues and follows up on receiving fast resolution of the same.
• Drive customer satisfaction through identification of the ever changing customer needs and recommendations of changes that business needs to effect. 
• Contribute and identify areas for improvement and enforcement of processes and procedures.

Principal Outputs for this role

• Occupancy of the team to be above 86% - this a measure of work done by the back office team
• Manage proactive and positive communication and interaction with customers
• Manage backlog and ageing to ensure 90% of tickets is resolved within the SLA
• Contribute to maintaining deferred transactions on time at 85% - backlog management (cases not closed at first contact should be closed within the defined targets)
• Ensure the team achieves Agent Quality target of 90%
• 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