Customer Experience Senior Team Leader

Role Overview

The role of a senior team leader would be to hold responsibility for a critical business team with an accountability to represent the multiple functions across the region for administration & change management. The teams would manage B2B customer interactions (Voice/Email/Chat) across our retail store network in the Americas. The role would essentially need to enable a smooth functioning of a retail business with revenues over $2 Billion annually.

What You Will Do

Lead the team to ensure safe and silent run for the team’s processes. Manage deadlines and ensure that all activities that directly affect internal or external customer relationships or the outputs of the operational teams are of the highest quality.

Why It Might Be a Fit

The candidate needs to play a key role in building an open & approachable culture in the business, with a constant endeavor to achieve the organizational strategic objectives. This role is accountable for maintaining connectivity with the businesses that are supported by processes delivered within the team and shares standard methodologies in the team and with partners.

Requirements

• Graduate degree or equivalent technical diploma
• 13-15 years or more of experience in the Customer Service industry
• Minimum of 8-10 years of work experience in people management in Customer Service
• Experience in handling end-to-end customer operations is a must.
• Shown experience in coaching and leading high performing teams.
• Effective communicator verbally and in writing
• Strategic orientation and global awareness
• General leadership and decision-making skills
• Demonstrated experience leading & managing change
• Must demonstrate a strong understanding of customers’ needs / behaviors.
• Ability to establish effective relationships.
• Cross-functional mind-set
• People management and development experience
• Strong background and knowledge with identifying/completion on continuous improvement opportunities.

Benefits

• Relocation assistance within country
• Hybrid office/remote working
• Equal opportunity employer
• Diversity valued
• Reasonable accommodation for individuals with disabilities