Role Overview:
- Lead and manage your department.
- Ensure that the team is consistently meeting KPIs.
- Solve business problems through innovation.
- Focus on providing the best possible customer experience.
Key Responsibilities:
- Ensure KPIs are being met consistently.
- Develop creative plans to help employees reach their targets.
- Identify each employee's strengths and weaknesses.
- Assign tasks based on employee strengths to help them improve and showcase their talents.
- Build trust and respect with employees through regular interactions.
- Motivate and manage relationships within the team.
- Devise effective ways to improve employee performance and target achievement.
Requirements:
- Strong interpersonal skills.
- Excellent verbal and written communication skills.
- High empathy and cultural awareness, especially related to the supported region.
- At least 3 years of relevant experience, specializing in customer experience operations and management.
- Proven track record of meeting and delivering targets.
- Ability to articulate effectively with teammates and clients.
- Ability to multitask and work in a fast-paced environment.
- Strong leadership and problem-solving abilities.
- Proficient in analyzing situations and data.
Wellbeing and Employee Support:
- Participate in counseling sessions and wellness programs.
- Attend wellness coaching sessions to stay informed about wellness resources and job adjustments.
- Engage in wellness groups to ensure overall well-being.
