Customer Experience Project Manager
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Salary Not Disclosed
1 Vacancy
Job Description
- Manage and oversee current call center outsourcing projects ensuring seamless operations and delivery of key performance metrics.
- Develop and lead new initiatives in customer experience and customer care focusing on areas such as:
- Customer satisfaction surveys and statistics.
- Omnichannel setup and integration.
- Contact center setup operations and optimization.
- Act as the primary point of contact for business clients managing daytoday account needs addressing inquiries and ensuring satisfaction.
- Meet with clients regularly to build and enhance relationships understand their evolving needs and propose tailored solutions.
- Travel as required to meet with clients negotiate contracts and strengthen partnerships.
- Identify opportunities for crossselling and upselling additional services to existing clients.
- Implement and maintain best practices in customer experience in line with COPC and other global standards.
- Monitor project performance ensuring adherence to deadlines budgets and quality benchmarks.
- Prepare and present regular progress reports to senior management and clients.
- Stay updated on emerging trends and technologies in customer experience and implement innovative solutions.
- Bachelors degree in Business Administration Customer Experience or a related field (Masters degree is a plus).
- Certifications:
- COPC Certified Professional (mandatory).
- PMP (Project Management Professional) (mandatory).
- ITIL CXPA or other relevant customer experience and care certifications (preferred).
- Minimum of 7 years in project management with a focus on customer experience and contact centers.
- Proven ability to design implement and manage omnichannel solutions.
- Experience in client relationship management including meeting negotiating and maintaining strong client partnerships.
- Strong knowledge of customer satisfaction measurement tools and statistical analysis techniques.
- Exceptional communication negotiation and leadership skills.
- Proficiency in project management software (e.g. MS Project Asana Jira).
- Be at the forefront of shaping the future of customer experience.
- Work in a dynamic innovationdriven environment.
- Competitive salary and benefits.
- Opportunities for professional growth and certification support.
- A chance to build meaningful relationships with industryleading clients.
Required Experience:
IC
Employment Type
Full-Time
