Global Customer Experience & Operations - Team Lead (Emerging Markets Cluster)
Industry
Advertising / Marketing / PR
About
Leading a team of customer experience agents accountable for overall market operational and revenue quarterly targets.
Recruit, develop and coach team in sales and customer support skills.
Manage KPIs (Revenue Growth, Service Levels, Customer Satisfaction, Same day resolution) in a fast paced & complex environment across multiple disciplines & time zones.
Lead or participate in regional/global departmental projects and initiatives
Manage resource allocation/capacity across multiple sites & increase effectiveness of staff by recognising opportunities for improvement.
Drive ongoing service improvements & projects involving quantitative analysis, industry research & strategy development.
Te...
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