EliteHire Solutions is supporting our client that is growing and seeking individuals who are passionate about shaping the experience of millions engaging with live events globally. We value unity, trust, inclusion, and a culture of achievement. If you thrive on innovation and change, our environment offers rewarding opportunities.

Job Description:

This role plays a pivotal part in the success of our Global Customer Service (GCS) organization, overseeing front-line and back-office teams in one or multiple geographies. You’ll lead 3-5 managers, each responsible for 5-8 front-line supervisors. By fostering a customer-centric approach and nurturing ongoing development, you’ll create an atmosphere of trust, drive, and unity to achieve excellence.

Responsibilities:

  • Manage and support a team of GCS Managers overseeing people leaders and front-line employees.
  • Continuously review SLAs and KPIs to ensure optimal quality and service delivery.
  • Analyze data, conduct process audits, and maintain a robust complaints policy and procedure.
  • Collaborate with WFM to produce statistical data related to customer experience and advocate for customer feedback.
  • Develop strategies to enhance the performance of customer service teams across multiple geographies.
  • Ensure compliance with internal policies, governance, and regulatory requirements.
  • Manage recruitment needs for the organization.
  • Coordinate cross-functional resolution of complex issues and concerns.
  • Mentor team members, promoting individual development plans.
  • Employ a structured approach to coach, motivate, and reward team members for strong KPI performance.
  • Support GCS Managers in driving change to meet KPIs and manage team behaviors.
  • Provide hands-on support and guidance for escalations and decision-making.

Competencies:

  • Strong coaching, motivation, and empowerment abilities to drive excellence.
  • Dedication to meeting internal and external customer expectations.
  • Excellent time management in a dynamic environment.
  • Familiarity with internal tools and product functionalities.
  • Strong written/verbal communication and problem-solving skills.
  • Comfortable making decentralized decisions confidently and independently.

Position Type and Expected Hours of Work:

  • This is a full-time role requiring schedule flexibility. Some nights and/or weekends may be necessary based on business needs.

Preferred Education and Experience:

  • 5+ years’ experience as a Customer Service/Customer Experience Manager (managing people leaders).
  • Data-driven decision-making with high attention to detail.
  • Result-oriented with a strong work ethic and a proactive attitude.
  • Demonstrated analytical, verbal, and written communication skills.
  • Proven leadership, influential capabilities, and culture-driving abilities.
  • Proficiency in Internet applications, office tools, and internal systems.

To apply for this job email your details to lance.branford@elitehireaz.com


You can apply to this job and others using your online resume. Click the link below to submit your online resume and email your application to this employer.