We are excited to be working with one of our prestigious Clients on the recruitment of a Customer Experience Manager to join them on a permanent basis on the beautiful island of Malta!!
If you have experience in Customer Relationship Management and are looking to join a dynamic team as they go through a period of growth, then this role is for you!
Responsibilities Include:
- Manage a team of Customer Experience Executives and support with any escalations of the relevant desks they cover.
- Act as project manager in any project which is required to improve the customer experience and Suggest new ways of working which will enhance customer experience.
- Oversees day-to-day running of the contact centre ensuring SLA's are achieved and driving customer excellence within the contact centre teams.
- Manage outsourcing agreement/s with contact centre provider/s and coordinate any communication or actions relating to the service agreement/s.
- Be a single point of contact for all day-to-day technical and operational issues / feedback arising for customer contact services.
- Drive and contribute to team development for achievement of performance targets for speed, efficiency, quality & sales.
- Review the material, processes and training content which is being used by Call Centre to ensure it is consistently updated with any changes required.
- Liaise with other parts of the company and feed key customer insight into the customer board led by the Head of Customer Experience & Ancillary Revenue to ensure that customer requirements are met.
- Involved in recruitment and training of teams as necessary.
- Support and lead an active role in establishing the requirements for and the implementation of a CRM across the organisation.
- Be an effective Change Manager and lead through periods of change by supporting the development and maintenance of a customer-focused culture within the Company.
- Work closely with the Senior Management team in order to ensure the delivery of business goals, projects and objectives
Requirements:
- Minimum 5 years of experience working directly in a Call Centre environment at a supervisor or managerial level (essential).
- Exceptional Management skills with the Ability to delegate work, set clear direction and manage workflow.
- Strong mentoring and coaching skills with the ability to train and develop skills.
- Be highly proficient in spoken and written English Language. Proficiency in Maltese and any other European language will be considered an asset.
- Experience working with Sabre or another PSS will be desirable.
- Experience in leading and driving teams
- Must have demonstrable experience in leading and driving teams interacting in both one-to-one and group settings. This within a customer sales & service environment with set SLA's for contact centre efficiency's including AHT and FCR, quality and sales targets.
Don't miss this brilliant opportunity to join an esteemed organisation and be part of excellence!
Apply today for more details!!
** PLEASE NOTE, you must have the right to live and work in the EU to be considered **
Customer Experience Manager