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CX Shift Manager

1 month ago

Riyadh, Ar Riyāḑ, Saudi Arabia 2P Perfect Presentation Full time

We are seeking a dedicated and proactive Customer Experience (CX) Shift Manager to oversee daily operations and ensure exceptional service delivery during assigned shifts. The ideal candidate will have strong leadership skills, a passion for customer service, and the ability to motivate a team to create positive customer interactions.

Responsibilities:

  1. Manage daily operations, including staffing, scheduling, and adherence to policies and procedures.
  2. Supervise and coordinate the activities of customer service representatives during shifts, ensuring high levels of performance and engagement.
  3. Ensure that customer inquiries and issues are handled effectively and efficiently, promoting a culture of outstanding service.
  4. Track and analyze key performance metrics, providing feedback and coaching to team members to improve service quality.
  5. Assist in onboarding and training new staff, ensuring they are equipped with the necessary skills and knowledge.
  6. Address escalated customer complaints and operational challenges promptly and effectively.
  7. Work closely with other departments to ensure seamless service delivery and communication.

Requirements:

  1. Degree in Business Administration, IT or related field.
  2. 5+ years of experience in customer service.
  3. Excellent communication and interpersonal skills.
  4. Strong problem-solving abilities and a customer-focused mindset.
  5. Proficiency in customer service software and ERP systems.
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Administrative, Business Development, and Customer Service

Industries

IT Services and IT Consulting

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