Customer Experience Manager София

Customer Experience Manager
София

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.

 #LI-DNI