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Assistant Customer Experience Operations Manager

Job LocationSouth West England
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

Assistant Customer Experience Operations ManagerGB-England Description Location - Dunton, Essex - Hybrid WorkingPosition SummaryThe Assistant CX Operations Manager (AOM) is responsible for key functions within the day-to-day leadership and operational performance of the CVFSC. The AOM is responsible for overseeing program initiatives while seeking improvements that drive developmentand enhancements in various aspects of the business unit.They will ensure service levels are met and that an optimal customer experience is delivered by the Customer Experience Specialist (CXS)s. Through analysis of business metrics, agent scorecards and Quality Assurance etc. the AOM will ensure operational excellence is achieved, where underachieving performance is highlighted, they will put in place a performance improvement plan in partnership withthe SBU Manager.Key Responsibilities;Customer Experience Centre Operations:

  • Leads day to day operations supporting the SBU Manager to deliver program requirements.
  • Responsible for implementing initiatives to ensure service levels are achieved.
  • Identify process breakdowns by performing root cause analysis, develop and implement solutions that deliver upon customer concern resolution requirements.
  • Responsible for program communications. Communicate and/or recognise agents, teams or program level results of achievement and high performance to leverage the program to its fullest potential.
  • Coordinate between support teams, operations and stakeholders ensuring maximum delivery of the program and escalate anything that could negatively impact performance.
  • Communicates new process and policy changes quickly and efficiently in a fast-paced environment.
  • Point of escalation for customer concerns, and support for Supervisors & Senior CXSs to resolve complex cases.
  • Promotes and fosters a continuous improvement culture within the organisation.
  • Conducts/participates in focus groups and company feedback sessions.
  • Work in partnership with HR Team to resolve employee complaints in line with Percepta policy.
  • Assist with the development and delivery of Business Reviews and attend regular client and leadership meetings as required.
  • Review operational reports, daily analysing and identifying trends to help with process improvement and overall program enhancement.
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