Customer Experience Team Lead
תיאור המשרה
morning is looking for a customer experience team lead, you will be responsible for leading and motivating the customer experience team to provide excellent and professional service to our customers.
the ideal candidate will have a passion for customer service and see people first. this role requires a strong focus on both individual and team needs, as well as alignment with the goals and strategy of the department and the company.
what you'll do:
manage 10-15 representatives on a personal and professional level.
conduct daily/monthly data analysis and examine employees' work to comply with departmental kpis.
lead team members to the goals, working independently and collaboratively.
provide regular feedback and build routines to maintain team members' professionalism.
ensure employee satisfaction by identifying and highlighting their uniqueness.
connect the team to the goals and strategy of the company.
build internal departmental work processes, taking initiative and a critical approach to existing processes for continuous improvement.
drive processes and build a data-based strategy in connection with a broad view of the company's goals.
examine improvement and build dashboards that support decisions and meeting goals.
work with different departments in the company in transversal projects.
REQUIREMENTS
minimum of 3 years proven experience as a manager of a customer service/experience team with a team size of at least 10 employees
strong analytical skills with the ability to analyze data and draw conclusions to meet departmental goals
experience in training teams.
excellent communication skills with the ability to convey messages clearly while adapting to different audiences
flexibility to adapt to changes quickly and make decisions on the fly
self-motivated and curious with the ability to examine things in-depth on one's own initiative
proficiency in microsoft office and google applications, including sheets and docs
high level of proficiency in english
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