Manager Customer Experience

This opportunity is for a Grade 12 position and is specifically aligned to a permanent night shift role. . To effectively manage assigned resources, departments and/or locations, ensuring that department or operational goals are achieved and processes and procedures are completed promptly and consistently. Ensures that all activities are in line with company goals and regulatory requirements. Responsibilities may be within a country, across countries or regions.

What you will do

• Have strong leadership experience in managing voice-based customer support teams, preferably supporting US customers or global processes.
• Demonstrate excellent communication skills, with the ability to coach teams on call handling, customer experience, and stakeholder interactions.
• Are highly customer-centric and can drive a culture focused on quality, empathy, and resolution excellence.
• Have a proven track record of managing team performance against key metrics such as CSAT, QA, AHT, productivity, and SLA adherence.
• Possess strong problem-solving and decision-making skills, with the ability to handle escalations and complex customer issues effectively.
• Are experienced in hiring, onboarding, and developing high-performing teams in a fast-paced environment.
• Can drive operational excellence by ensuring adherence to processes, compliance standards, and continuous improvement initiatives.
• Have the ability to collaborate cross-functionally with operations, training, quality, and other support teams to deliver seamless outcomes.
• Are proactive in identifying trends, analyzing root causes, and implementing corrective and preventive actions.
• Are comfortable working in a dynamic, high-growth environment with shifting priorities and aggressive hiring or delivery timelines.
• Have strong analytical skills and are proficient in using tools and reports to drive data-backed decisions.

You will be a great fit if you

• Lead and manage a team of call agents supporting US-based shippers, ensuring high-quality customer interactions and consistent service delivery.
• Drive team performance against key metrics such as CSAT, QA, AHT, productivity, and SLA adherence.
• Oversee day-to-day operations, ensuring seamless handling of customer inquiries, bookings, complaints, and issue resolutions.
• Coach, mentor, and develop team members through regular feedback, call audits, and performance reviews.
• Manage escalations and complex customer issues, ensuring timely and effective resolution while maintaining customer satisfaction.
• Collaborate with cross-functional teams (operations, training, quality, and support functions) to improve processes and enhance customer experience.
• Analyze performance data and operational trends to identify gaps, drive corrective actions, and implement continuous improvement initiatives.
• Ensure strict adherence to defined processes, compliance standards, and quality guidelines.
• Support hiring, onboarding, and training of new agents to build a high-performing and scalable team.
•  Proactively identify service risks and implement preventive measures to minimize customer impact.
• Drive a customer-centric culture within the team, promoting ownership, accountability, and excellence in service delivery.
• Manage workforce planning, scheduling, and resource allocation to meet business requirements and ramp timelines.
• Interpersonal Skills
• Written & Verbal Communication Skills
• Planning & Organizing Skills
• Presentation Skills
• Leadership Skills