Customer Experience Manager

4 days ago


Dublin, Dublin City, Ireland FMI Field Management Ireland Full time
FMI Field Management Ireland is seeking a skilled Customer Experience Manager to lead our contact centre team. As a key member of our management team, you will be responsible for driving team performance, meeting targets, and fostering a positive work culture.

Key Responsibilities:
  • Lead and motivate a team of customer experience agents.
  • Set clear performance expectations and provide regular feedback.
  • Conduct regular team meetings to communicate updates and share best practices.
  • Foster a positive and inclusive team culture.

Performance Management:
  • Monitor individual and team performance against key performance indicators (KPIs).
  • Implement strategies to achieve and exceed performance targets.
  • Identify and address performance gaps through coaching and development plans.

Operational Excellence:
  • Ensure efficient operation of the contact centre, optimizing workflows and processes.
  • Collaborate with other members of the management team to resolve customer issues.
  • Monitor and analyze data to identify areas for improvement.

Qualifications:
  • Bachelor's degree in business administration or equivalent work experience.
  • Proven experience in a leadership role within a contact center environment.
  • Strong understanding of customer service principles and practices.
  • Excellent communication and interpersonal skills.
  • Proficient in using contact center software and customer relationship management (CRM) tools.


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