The Customer Experience Manager oversees the roles under the CE
Department to ensure tasks/responsibilities are carried out
effectively and efficiently.
Responsibilities:
Designs and implements career development plans for each role to
ensure maximum client, operational, and personal effectiveness
Responsible for final analysis, review & approval of
recommendations for improving the quality of service of Operations
at a local level and maintaining high Customer Experience
standards.
Supports and manages a strategic approach towards performance
improvement and correlates it with root cause analysis findings for
business development.
Encourages collaboration amongst other departments to contribute to
company’s and business strategies
Actively participate within internal and external meetings (WBR,
MBR, QBR, YBR, etc) to discuss trends, action plans and reinforces
strengths to progress within account
Manages client communication and is the point of contact to align
Quality Assurance, business strategies, and contribute as partners
to develop process improvement between TELUS International &
the client
Partners up with Customer Experience teams over multiple
regions.
Liaises with local Finance and WFM teams and is responsible for
planning, recruitment, onboarding and invoicing of dedicated
resources.
Responsible for strategic direction of the programs, main point of
contact for all supported programs, pertaining to CE matters and
responsible for collaborating and communicating with Senior
Management.
Application requirements:
Experience in managing quality control/quality analysis
organization or leading cross-functional quality improvement
projects and teams
Bachelor degree in any field
Manager sign off
+1 year in a TL/Sr TL role
Clean HR record
Strong attendance record
Proven track record of client facing visibility
Previous experience in working closely and/or leading teams
Exposure to business planning, recruitment processes, and team
management
Six Sigma Training Certification - Green Belt: Desired - Yellow
Belt : Desired
Budgeting and Financial previous experience
Specific qualifications and experience
Analytical, Problem-solving and Decision-making skills
Strategic mindset and critical thinking
Strong negotiation skills
Leadership and coaching skills
Coaching for Excellence or other coaching methodologies
Ability to work with different geographies and provide effective
follow up
Advanced understanding of both Customer Service and Customer
Experience/Quality models
We Offer:
Fully paid training
Stable job and career development opportunities
Attractive salary
Additional health insurance
50+ benefits and services to choose from
Positive international working environment
Support and learning
Employee referral bonuses
Relocation package for candidates outside Bulgaria
Does it sound like the perfect job for you? Apply now!
About us: TELUS Digital Bulgaria is a publicly traded company (NYSE
& TSX: TIXT) and is the largest employer in the CX (Customer
Experience) industry in the country with over 4,200 team members.
The company provides a broad portfolio of services - designing,
building and delivering next-generation digital services, AI
solutions, customer experience and much more. The company's
primary focus is strict adherence to all our clients'procedures
and practices. We are an independent outsourcing services provider
and do not function as a local representation of our partners.
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