Customer Experience & Process Automation Lead

As the Lead for Customer Experience, Processes & System Automation, you are responsible for enhancing client interactions and streamlining internal processes through the implementation of innovative systems and effective communication strategies. Your role encompasses overseeing the operation of call centre services and auditing the performance of the Community Team, ensuring exceptional service delivery and fostering seamless client engagement.

Duties & Responsibilities

• Lead the planning, execution, and evaluation of various system implementations designed to centralize and enhance client interactions across multiple channels.
• Oversee the integration of support systems, ensuring they effectively address and resolve client complaints while improving response times and service efficiency.
• Implement digital engagement solutions, such as chat and automation tools, to enhance client interaction, streamline processes, and improve overall client satisfaction.
• Manage and Implement to optimize HRMIS systems to streamline enhancing the efficiency of HR operations and employee engagement. Develop and maintain comprehensive management systems that ensure all operational processes are aligned with the company’s strategic goals and objectives.
• Oversee all aspects of call centre services, ensuring high-quality customer support through effective call management and resolution strategies.
• Establish and manage quality assurance frameworks to monitor service standards, providing training and feedback to team members to foster continuous improvement in call handling and customer interactions.
• Create and maintain audit compliance systems to track performance metrics and service levels, ensuring adherence to internal and external standards.
• Implement processes for continuous improvement in service delivery, utilizing client feedback and performance data to enhance the quality of service across all client communication channels
• Manage all client communication channels to ensure cohesive and effective messaging, fostering strong relationships and trust with clients.
• Oversee lead creation processes, ensuring they are executed efficiently and in alignment with strategic objectives to drive business growth.
• Analyse and report on metrics related to client communication, call centre operations, and Community Team performance, identifying trends and areas for improvement.
• Track and audit the performance of the Community Team, providing insights and recommendations to ensure alignment with strategic goals and enhance overall service delivery
• Collaborate with various departments, including Marketing, Sales, and HR, to ensure alignment of customer experience initiatives and processes, fostering a culture of service excellence throughout the organization.
• Act as a liaison between teams to facilitate communication and the sharing of best practices, driving a unified approach to customer engagement.

Requirement

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 5 years of experience in customer experience management, process improvement, or system automation.
• Proven track record of managing call center operations, leading teams to achieve service excellence.
• Experience in implementing digital engagement solutions and CRM systems.
• Strong understanding of customer experience principles and best practices.
• Excellent analytical skills, with the ability to interpret data and metrics to drive decision-making.
• Outstanding communication and interpersonal skills, with the ability to build relationships and foster collaboration across departments.
• Strong problem-solving skills and the ability to work under pressure in a fastpaced environment.
• Relevant certifications in customer experience, project management, or quality assurance (e.g., Six Sigma, PMP, CCXP) are a plus.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and data visualization tools (e.g., Power BI).
• Experience with call center management software and CRM systems.
• Detail-oriented with a commitment to continuous improvement and excellence.
• Strong leadership qualities with the ability to inspire and motivate teams.
• Adaptable and open to change, with a proactive approach to overcoming challenges.

Job Type: Full-time

Work Location: In person