Customer Experience Leader

Job Description

We are growing and looking for a new team member! Do you have experience in managing a team? Have you worked in Customer Experience and/or Delivery Experience? Do you want to work for one of the fastest growing companies in the Czech Republic? Then read further!

You will provide the best customer experience by managing a team of advisors and ensuring team objectives are met by:

• Working on KPIs related to customer satisfaction and operational effectiveness and reporting it to the manager

• Communicating change, operational and business objectives in line with CX strategy.

• Leading the CX team through motivation, development, relationship building and engagement.

• Overseeing the implementation of employee performance and development (participation in recruitment, monitoring, feedback, coaching, performance management)

• Identifying and addressing frictions to improve customer performance in processes and projects implemented by the team

• Reporting process pain points and participating in their resolution. 

• Collaborating with managers, leaders, Quality, HR teams and other stakeholders

What does this role involve?

• You will analyze team performance and work on KPIs

• You will motivate and develop advisors on a daily basis

• You will perform calibrations, implement monitoring process and regular feedback with advisors

• You will prioritize the team and recommend solutions

• You will report service and platform issues

• You will manage communication regarding changes in the team

• You will take part in recruitment

This job is for you, if

• You have experience in team management 

• You speak Czech fluently

• You speak English - minimum B2 level required (strong verbal and written skills required to ensure high quality standards )

• You have analytical skills

• You are no stranger to working with contact center KPIs

• You have the ability to communicate effectively with all levels of stakeholders in the organization

• You are able to work under time pressure

• You are focused on effective problem solving

• You feel comfortable working with a team

What can we offer you?

• Working for one of the largest e-commerce companies in Europe

• Informal and familial atmosphere - team-buildings, company meetings, etc.

• 29 days off (20 or 25 vacation days, 5 Relax Days, 3 sick days, Volunteer Day) plus time off to care for a family member.

• Do you want to fulfill your creative or traveling dream? No problem, after one year you can take sabbatical leave, i.e. up to an extra month off. And after two years, you're even entitled to two months off!

• Meal vouchers, which you can use at lots of cool companies, or you can choose a meal voucher as a lump sum.

• We care about the health of our employees, so we offer a MultiSport card at a discounted price.

• Flexible working hours - depending on a position and responsibilities, you can adjust the start and end of your day.

• Have you just had a baby or want to take your child to first grade? We will support you in everything!

• We value our employees, so you will be entitled to a financial reward for your years of service.