ABOUT THE ROLE
We are looking for a customer- centric manager with strong leadership skills and a deep understanding of customer satisfaction insights. Someone who can also manage complex, large multi- dimensional data, and utilize insights from this data to improve team operations. You will be in charge of managing Crossian’s customer support arm known to us as the Customer Experience & Excellence (CEE) team. You will be reporting directly to the CEO and mentored for success by our Senior Manager of Operations.
This role is perfect for you if you are a self- starter, have at least 5 years of customer service management experience backed by proven experience implementing top notch customer service programs, policies and processes.
Crossian is a high- growth technology- driven e- commerce business. Behind our success is our people. As a start- up formed in 2020, we have created a fast- paced and dynamic environment, enabling our people to reach a collective CAGR of over 400% in just the first 3 years. Our mission now is to build DTC brands and increase customer LTV by providing best- valued products backed by no nonsense customer service policies as Customer Centricity is at the core of our values.
Are you ready to thrive in our fast- paced environment and become our customer advocate and trusted strategic partner? You will build strong and long- lasting relationships with our customers and your efforts will drive customer satisfaction, happiness, growth and bring added value to the organization.
WHAT YOU WILL DO
Day- to- day Operation (50%)
Proactively inform and keep Board of Managers in the loop on status of major crises and urgent matters
Identify and resolve problems raised by agents
Track employees&039; performance and attendance
Solve complex customer service issues and proactively prevent negative service trends
Manage workflow, escalations and effectively delegate workload across the team
Generate reports and optimize operational metrics such as CSAT, SLA, TAT, productivity, etc.
Maintain and improve day- to- day operations
Lead and manage a team of up to 30 agents, including in- house and outsourced employees (you will be supported by functional team leaders)
Strategic Management (30%)
Create risk reports and provide insights for other business stakeholders
Monitor and improve customer inquiry resolution quality
Hold risk meetings with responsible teams or stakeholders to discuss preventative actions for minimizing losses
Detect, measure, and analyze operational risks
Ensure core satisfaction metrics are measured and analyzed on a regular basis
Identify and eliminate root cause barriers to accuracy, productivity, and quality
Implement quality assessment on all agents on a weekly/monthly basis
Risk management
Quality assessment/review
Customer satisfaction management
Long term: design reports and work with engineering team to build risk monitoring dashboard as needed
Collect customer insights from various channels and provide feedback to responsible departments
Create development plans for agents with low- quality scores
Design quality assessment scorecards & processes
Team Management (20%)
Provide effective conflict resolution
Ensure team culture is in line with the vision, mission and core values of the company
Design and carry out employee training programs based on market trends, and business needs
Incentivize high performers and provide mentorship to other performers
Interview, onboard and train new employees
Plan, assign and direct work
Develop, coach, and support individuals at all stages of their career
Evaluate the performance of the team on a regular basis
