Customer Experience Lead
Job Description
Title: Customer Experience Lead
Company Name: A fastest growing fin-tech startup.
Vacancy: 01
Job Location: Dhaka (Mohakhali)
Employment Status: Full-time
Educational Requirements:
∎ Minimum Graduate in Business, IT or any other academic discipline relevant to the role.
Experience Requirements:
∎ At least 8 year(s)
Job Responsibilities:
∎ Provides strategic and technical leadership, guidance, and direction to a mission-driven group of customer service professionals spanning multiple lines of business.
∎ Oversees customer experience programs including contact center operations for the organization.
∎ Ensures appropriate productivity, engagement, and quality metrics are established and met; ensures department goals and KPIs are routinely communicated to key partners and throughout the organization.
∎ Ensures effective use of operational analytics to proactively monitor, forecast, and identify trends in customer service and engagement.
∎ Comply with regulatory and contractual requirements; ensure policies and procedures are established and maintained to ensure efficient, compliant operations.
∎ Implements and optimizes workforce management tools for resource planning and balancing.
∎ Instills work culture of continuous process improvement, engagement, innovation, and quality.
∎ Identifies operational accountability for cross-functional process improvement opportunities.
∎ Participates in the strategic planning process for the business unit, department, and division.
∎ Develops budgets in alignment with strategic planning.
∎ Ensures teams have sufficient resources to perform their work.
∎ Collaborates with leaders across the organization in identifying integrated improvement strategies and ensuring meaningful integration.
Additional Requirements:
∎ Minimum of 8 years' experience in customer service operations, customer engagement, product and brand management, marketing operations, or related areas.
∎ Experience leading and transforming contact center operations.
∎ Experience in developing, reengineering, and managing business processes.
∎ Experience managing supervisors and managers.
Salary: Negotiable
Compensation & Other Benefits:
∎ Mobile bill
∎ Lunch Facilities: Partially Subsidize
∎ Salary Review: Yearly
∎ Festival Bonus: 2
Application Deadline: 14 Jul 2020
Company Information:
∎ 4 Jul 2020
∎ A fastest growing fin-tech startup.
Category: Customer Support/Call Centre
Source: bdjobs.com
Deadline Expired on 14th Jul 2020
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