Survey Experience Assistant Manager (Inbound)
Up to $6.5K
Work duration: Till 31 December 2024 (Renewable depending on performance and project)
Work Hours: 9AM - 6PM
Responsibilities:
- Report to the Survey Experience Manager (Quality and Inbound)
- Drive customer experience through execution efficiency and behavioural changes across customer experience team
- Ensure that team KPIs and service levels are met consistently
- Train, encourage, and guide the team to achieve the expected behavioural and efficiency standards to create a culture of service excellence
- Drive and manage customer experience center initiatives including call audits
- Effectively implement service deliverables within the call centre
- Assist the Survey Experience Manager to achieve operational objectives by providing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.
- Assist the Survey Experience Manager to develop project plans that identify resource and budgetary needs
- Provide feedback, advice, project updates and encouragement to supervisors and team members
- Manage deadlines and push the supervisors and team members to ensure timeliness of deliverables
- Assist the Survey Experience Manager to evaluate the progress of project on regular basis
