We are looking for a Customer Experience Team Lead to join our Customer Experience Team!

Requirements: 

• You have minimum 6 months of experience in a Leadership role in a BPO / Call Center environment

• You have an advanced English level

• You have a great understanding of how to perform an RCA

• You have previous client visibility/client interaction experience

• You are adaptive to changing work schedules and working hours

• You have G Suite package proficiency

• You are autonomous and have strong time management skills; Flexibility is one of your strong points, and you can handle tight deadlines

• You have knowledge of call center operations, organization, and client-specific functions such as account handling, metrics and client applications

• Yellow Belt Six Sigma Certification or other similar certifications are a a plus

• You are available to work from home, anywhere in Romania

If you already checked the requirements above, we want you in our team!

Responsibilities may include:

• Analysis - Completes root cause and process gap analysis for executive escalations and specific client complaints. Responds to the client in a timely manner and brainstorms with operations proactive solutions to avoid customer dissatisfaction

• CE Audit Form and Guidelines - Manages CE audit form findings, results, and correlations between business needs and KPIs directly impacting customer experience. Collaborates with internal and external customers in building and implementing CE audit form and guidelines for new lines of business or when CE strategies are updated

• Operational alignment - Meets with AGM and CE Manager to reveal findings, trends and recommendations that will benefit operational KPIs. Participates within Weekly, Monthly and Yearly Business reviews

• Transactional Monitoring - Ensures CE analysts comply with health check audits

• CE Analyst Coaching and Development - Provides coaching for analyst skill development and promotes learning corporate initiatives

• Monitors CE Analyst's performance, identifies performance gaps, and addresses them through using the company's standard coaching methodology, performance improvement plan, performance management, etc. Identifies CE Analyst's strengths and prepares them to handle increased responsibilities

• Managing Client Relationships - Manages client communication and contributes as partners to develop process improvement between TELUS Digital & the client

• Team Management - Maintains an atmosphere of open communication by scheduling regular group discussions with team members to elicit information on needs, requests, and issues currently faced

We offer:

• Stable job, in a multicultural fast-growing environment 

• Monthly meal tickets

• Free access to our modern and fully-equipped employees' gym space in our office building in Bucharest

• Private medical subscription coverage

• Extra health benefits: special discounts for dental care and optical services with our partners

• Reimbursement for your public transportation subscription, after the trial period (if you work from office)

• Gym subscription reimbursement, after the trial period

• Transportation for late shifts (if you work from office)

• Free subscription to the Bookster virtual library

• Dedicated psychologist available for free sessions (online or face to face)

• Special discounts and rates for a variety of services and products: from telecom and banking to tech and home appliances, library, wellness, travel and many more

• Paid training and international career opportunities

• Multilingual exposure - improve your spoken and written language skills 

• Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long