Customer Experience Team Manager - Chinese Team (based in Foshan)
Core
Lead a team of 15+ contact center agents in an inbound center, ensuring service levels, coaching staff, and managing multi-channel traffic.
Role type
Senior IC Customer Experience Team Manager (Contact Center)
Builds
Inbound contact center operations and customer service processes
Domain
Travel / Customer Support
Required skills
People management, Coaching & mentoring, Performance analysis, Process improvement, Stakeholder management, Recruitment & hiring
Preferred skills
Remote team management, Multi-channel traffic analysis
Technologies
Microsoft Office (Word, Excel, PowerPoint)
Responsibilities
Lead a team of at least 15 contact center agents; Monitor traffic and service levels; Coach, mentor, and evaluate team performance; Identify performance gaps and implement action plans; Ensure implementation of customer service structures; Analyze multi-channel traffic reports; Manage attendance and corrective actions; Plan staffing coverage; Supervise quality assurance and training; Participate in recruitment.
Seniority
Senior, hands-on IC
