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Customer Experience Leader
2 months ago
We are seeking a motivated and experienced leader to lead a team of Customer Care Agents. As a Customer Care Manager, you will be responsible for driving performance, coaching, and inspiring your team to deliver exceptional customer experiences.
Key Responsibilities:
- Lead and motivate a team of Customer Care Agents to achieve high performance through guidance, coaching, and strong communication skills
- Analyse and interpret data to achieve performance improvement
- Drive engagement and innovative thinking within the team
- Ensure team members are compliant and working within company guidelines
Requirements:
- Self-driven with a passion for performance, customer experience, and people engagement
- Proven capability to lead and motivate a team/individuals to achieve KPIs
- Ability to influence people through continuous change and ensure buy-in
- Demonstrated ability to drive engagement and innovative thinking
- Eagerness and ability to embrace and implement feedback
Desirable:
- Experience working within the insurance industry
- Experience working with a quality-controlled working environment
- Qualifications in coaching and/or frontline leadership
