What are the responsibilities and job description for the Customer Experience Division Manager position at Robert Half?
Job Description
Job Description
Job Title : Customer Experience Division Manager
Role Purpose :
The Customer Experience Division Manager is responsible for overseeing the leadership of a specific division within the Customer Service organization, as well as their respective team members. The Customer Experience Division Manager is responsible for delivering high quality customer service through monitoring KPIS and being the liaison between higher leadership and the Team Leaders that oversee the customer service teams that interact with clients on a daily basis.
Key Responsibilities :
- Execute customer-driven strategies to achieve team objectives.
- Anticipate customer and market trends to actively uncover opportunities for enhancing services, while adjusting team strategies to ensure sustained success.
- Utilize CRM systems and various tools to optimize processes and improve service excellence.
- Work closely with cross-functional teams and departments to ensure consistent and seamless service output.
- Address escalated customer issues promptly, providing effective solutions while ensuring consistency with the organization’s overall objectives.
- Continuously improve processes by monitoring KPIs and communicating observations with leadership.
- Mentor Team Leaders to further develop their management skills
- Cultivate a collaborative and driven atmosphere that empowers teams to excel
Key Qualifications :
If you are an experienced leader with a passion for driving service excellence and developing high-performing teams, we invite you to apply for this exciting opportunity. You may also email your resume to Michelle.Kenney@RobertHalf(.com) please note, only candidates local to Fairfield County will be considered for this role.
