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Customer Outcomes Leader
About the Role
Our client, a large regulated organisation has the requirement for an individual who can lead a team of Quality Assurance individuals with the aim of ensuring the customer journey is effective and delivers on the customer outcomes the organisation is striving for.
We are seeking a Contact Centre professional, someone who understands how to deliver on Customer Outcomes from a telephony standpoint and who is used top working closely with Operational Leadership to challenge and change in order the customer experience is transformed such that the contact centre offers the best satisfaction and delivers a more friendly, professional and responsive service than their competition.
- Ensure the customer experience through the contact centre operation meets and exceeds customer requirements
- Define and champion the Voice of the Customer into the contact centre and use customer insight data to drive customer experience improvements
- Lead the team of Quality Assurance associates, motivating and inspiring to go above and beyond on behalf of the customer
This post requires an individual who possesses an exceptional background in contact centre operations.