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Nous sommes à la recherche d'un Customer Experience Team Leader. Le Customer Experience Team Leader a pour mission de superviser une équipe d'agents CX afin de garantir une satisfaction client optimale et d'assurer l'atteinte. des objectifs qualitatifs et quantitatifs du service.
Mission - Encadrer et animer une équipe d'agents en charge de l'expérience client. ns - Encadrer et animer une équipe d'agents en charge de l'expérience client. - Assurer le suivi des performances et la motivation des équipes. - Collaborer avec le Training & Quality Officer pour améliorer la formation des agents. - Veiller au respect des processus et des standards de qualité du service client. - Gérer les remontées clients et assurer un reporting au CX Operations Manager. - Analyser les KPIs et mettre en place des plans d'action correctifs en cas de besoin. - Assurer un reporting régulier auprès du management sur les performances de l'équipe. - Proposer des actions d'amélioration continue pour optimiser les opérations CX.
Compétences Connaissance - Outils CRM et solutions de gestion CX. - Indicateurs de performance et techniques d'évaluation. - Gestion des conflits et techniques de coaching. - Processus de gestion des remontées et réclamations clients.
Aptitudes - Leadership et capacité d'animation d'équipe. - Forte orientation client et qualité de service. - Capacité à analyser des données et à prendre des décisions rapidement. - Excellente communication et sens du relationnel.
Attitudes - Esprit d'équipe et d'engagement. - Dynamisme et rigueur dans le suivi des tâches. - Esprit orienté solutions et continuer. - Autonomie et capacité à gérer les priorités.
Indicateurs de performance - CSAT et NPS de l'équipe. - Taux de conformité aux procédures et processus. - Temps moyen de réponse et taux de résolution au premier contact. - Productivité et qualité des interactions clients.
Aires de Mobilité - Responsable des Opérations Expérience Client. - Coordonnateur formation et qualité. - Chargé de formation et de qualité. - Spécialiste en gestion des connaissances. Parcours universitaire - Bac+3/4 : Licence ou Master en gestion, service client, communication, ou management.
Expérience requise - 3 à 5 ans d'expérience dans le service client. - Expérience en gestion d'équipe et animation des performances. - Maîtrise des outils CRM et des indicateurs de performance (KPIs). We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
