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Customer Experience Director
3 weeks ago
The Customer Experience Team Leader will oversee a team that manages inbound customer contact and service requests across multiple contracts, ensuring exceptional service delivery and consistent quality management.
This is a critical role in leading a team and implementing robust quality management processes to identify areas for improvement.
- Oversee team performance in managing inbound customer contact and service request triage, ensuring quality standards are consistently met.
- Implement and maintain quality management processes, including regular evaluations of customer interactions and service requests.
- Lead and mentor the Customer Experience Team, fostering a positive and engaged team culture.
- Act as the first point of contact for VOC and customer escalations, ensuring timely and effective resolutions.
- Conduct performance and development reviews for direct reports.
- Collaborate with clients by managing day-to-day interactions and ad hoc requests to maintain strong relationships.
You are an experienced leader with a strong focus on customer experience, quality management, and service delivery. Ideally, you bring:
- Proven leadership skills with a demonstrated ability to manage people performance, quality, and team engagement.
- Stakeholder engagement and communication skills.
- Experience in quality management, including conducting evaluations, providing feedback, and improving processes.
- Proficiency in MS Office suite and experience with reporting and performance management tools.
Diversity and Inclusion:
Ventia values diversity and is enriched by diverse experiences, talents, and cultures. We provide equal opportunities for individuals of all backgrounds, while celebrating and respecting communities we operate in.
