Team Leader - CX Excellence Processes & Procedures
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Key skills for this role
About the Role
Govern customer-facing processes and standards, manage knowledge base, optimize operations using methodologies, and ensure compliance while enhancing customer experience.
Key Skills for This Role
Responsibilities
- Govern customer facing support processes, policies, and procedures to ensure standardization and compliance
- Develop and maintain company wide process governance frameworks for frontline teams and customer channels
- Manage Knowledge Base Management and Governance of access levels
- Drive process optimization using Lean, Six Sigma, or similar methodologies
Requirements
- Experience in CX process governance and standardization
- Knowledge of Lean or Six Sigma methodologies
- Strong stakeholder management and communication skills
Full Job Posting
Role Overview
- To govern all customer facing support processes, policies, and procedures to ensure they are standardized, compliant, effortless for customers, and continuously improved based on Voice of Customer (VoC).
Key Responsibilities
- Leads the definition and maintenance of customer company wide process governance frameworks for all customer processes.
- Develops and implements standards and ensure consistency in process design, documentation, approvals and updates.
- Defines and governs standards for customer facing documentation, including SOPs, FAQs, service recovery, templates.
- Designs and implements service standards (SLAs, response times, first contact resolution guidelines) per channel.
- Manages Knowledge Base Management and Governance of access levels.
- Directs and leads the creation of a Governance framework for Knowledge Articles.
- Develops and manages a central CX Repository / Knowledge Base.
- Govern CX Change Control and all standards associated to changes and updates.
- Responsible for tracking post implementation outcomes.
- Stakeholder Management and enablement.
- Lead and Drive process optimization with improvements using Lean, Six Sigma.
- Manage and Monitor process performance KPIs.
Qualifications
- Reads and complies with the ISR policies of the Company.
- Completes all required ISR awareness sessions.
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