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★★★★★ Senior Manager Customer Experience & Quality, TTEC Eastern Europe EAD  Вижте визитка на компанията
Месторабота София; Постоянна работа; Пълно работно време; Заплата от 4000 до 4400 BGN (Бруто)
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Senior Manager Customer Experience & Quality
TTEC is seeking a seasoned Senior Manager Customer Experience & Quality to join our Customer Care team.

What you’ll be doing: 

Our Senior Manager, Customer Experience & Quality is responsible in the overall leadership of Customer Experience framework and customer advocacy priorities. Work strategically to improve processes and performance that enhance bottom line results. Create and maintain a positive work environment!

What you’ll bring to us:
  • Responsible in the overall leadership of Customer Experience framework and customer advocacy priorities;
  • Develops and maintains appropriate relationships with all stakeholders to facilitate the successful accomplishment of business objectives;
  • Ensuring management information and reporting regarding business improvement results and improvement project status;
  • Liaise and work closely with the Operations team;
  • Provide leadership on Business Process Improvement and drive forward a culture of continuous improvement and efficiency;
  • Work with management and frontline to integrate Continuous Improvement methodology and framework into day to day operating rhythms;
  • Drives for outcomes in key improvement areas;
  • Serves as a change agent for developing a culture of identifying customer pain points and opportunities to improve customer service be it people, process, product or technology;
  • Coaching site CE leadership teams in how to apply & manage with CE tools and methodologies;
  • Provides both technical and organizational expertise, training and coaching to leverage organizational capabilities and to drive a voice of customer and voice of agent culture for identifying pain points and barriers to excellent service;
  • Lead & develop a team of customer focused individuals (CE Managers, CE Leads, CE Analysts, and QA Specialists);
  • Interface with existing and potential clients on TTEC strategy for promoting  operational excellence;
  • Interact with Operations stakeholders to share diagnostics, future state design, and implementation recommendations;
  • Establish CE framework to enhance delivery excellence, customer insight, and business intelligence;
  • Manages the QA process and ensures proper documentation of process (Call Monitoring, Calibration, etc.);
  • Continually identifies QA system and QA process enhancements that result in decreased costs, increased customer satisfaction, and overall process efficiency improvements;
  • Responsible for the recruitment, management, and development of Quality Assurance Department and personnel;
  • Directs and manages remote client monitors as needed;
  • Ensures that all QA personnel receive the training required to properly perform their duties in support of the internal departments and TTEC goals. Direction and management of Agent Training Programs;
  • Trains QA Fundamentals to all required personnel and departments;

What skills you’ll need:
  • Previous experience in working in a quality, sales, service, process improvement or customer retention based role in a call centre or retail environment;
  • Exerierience in working with clients from different industries;
  • Experience in a high volume and fast-paced environment which is structured and monitored;
  • Experience in analyzing and reporting data;
  • Experience in a coaching, managing or mentoring role;
  • Master or Degree holder from a reputable institution of higher learning preferred;
  • Proficient with various office productivity applications particularly Excel, Visio, Project and PowerPoint;

So join our team of upbeat professionals and support some of the most successful organizations on the planet! It is people just like YOU that make TTEC a great place to work at.

All documents will be treated in the strictest confidentiality.
Only short-listed candidates will be invited for an interview.
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