The role involves overseeing people management, team performance, night-shift operations, and rotational work-offs, including potential weekend coverage. Ensure delivery of excellent customer service, strong customer outcomes, and NPS performance while handling complex customer queries. Collaborate effectively with on-shore and off-shore teams to maintain high service standards.
Key Responsibilities:
- Lead and manage the team to deliver exceptional customer experiences.
- Drive people management and monitor performance for operational excellence.
- Ensure adherence to UK rotational shift schedules, night-shift operations, and work-from-office requirements.
- Handle complex customer queries with a focus on quality and customer outcomes.
- Monitor and improve key metrics including CSAT and NPS.
- Maintain strong coordination between on-shore and off-shore teams for seamless workflow.
Requirements:
- Excellent verbal and written communication skills.
- Strong leadership and team management experience.
- Ability to work flexible schedule in UK rotational shifts, including nights and weekends.
- Customer-focused mindset with attention to detail and service quality.
- industry – international retail or banking, Ecommerce, Telecom