Customer Experience Manager

Job Description

Contact Centre Leadership & Operations

• Provide end-to-end leadership of Contact Centre operations, covering inbound and outbound interactions across multiple customer touchpoints.
• Ensure optimal staffing models through accurate workforce planning, capacity forecasting, and productivity management for peak and non-peak periods.
• Oversee daily operations to ensure consistent achievement of service levels, response times, resolution rates, and quality standards.

Customer Experience & Service Excellence

• Own and continuously improve the end-to-end customer journey handled by the Contact Centre.
• Lead complaint management, escalation handling, and service recovery to ensure timely and effective resolution of high-priority customer cases.
• Monitor customer feedback, CSAT, and quality assessments to identify trends, root causes, and service improvement opportunities.
• Drive initiatives that contribute to measurable improvements in customer satisfaction, retention, and loyalty.

Performance, Quality & Reporting

• Define, monitor, and report on operational KPIs including SLA, Average Handling Time, First Contact Resolution, CSAT, productivity, and utilization.
• Prepare and distribute regular operational, performance, and executive dashboards to senior management.
• Oversee quality assurance frameworks, corrective action tracking, and continuous improvement plans.
• Facilitate quality system reviews with executive stakeholders and ensure accountability for agreed actions.

Process Improvement & Change Management

• Lead the design, implementation, and continuous improvement of Contact Centre processes and policies.
• Identify operational, technological, and system enhancements that improve efficiency, quality, and customer experience.

Qualification:

Bachelor’s Degree in Business Administration, Management, or a related discipline

Professional certifications in Customer Experience, Contact Centre Management, or Service Excellence are an advantage

Experience and Competencies:

• 9 years of relevant working experience
• Proven experience managing large-scale, high-volume service environments
• Demonstrated success in SLA management, escalation handling, and service transformation initiatives
• Experience working with CRM platforms and performance dashboards
• Strong leadership, coaching, and performance management capabilities
• Data-driven decision-making and analytical mindset
• Excellent stakeholder management and executive communication skills
• Change management and continuous improvement expertise
• Customer-centric mindset with strong operational discipline