Customer Experience Team Leader

Customer Experience Team Leader

Yassir is a dynamic and innovative company specializing in delivery. We are committed to providing quality services that meet our clients' needs while fostering a collaborative and motivating work environment for our teams.

We are currently seeking a Customer Experience (Cx) Team Leader.

The Customer Experience Team Leader is responsible for supervising a team of Cx agents in order to ensure optimal customer satisfaction and the attainment of qualitative and quantitative service objectives.

Roles and Missions:

• Lead and animate a team of Cx agents.
• Follow up on the performance and motivation of teams.
• Collaborate with the Training & Quality Officer to improve agent training.
• Ensure respect for processes and quality standards for customer service.
• Manage customer feedback and provide reports to the CX Operations Manager.
• Analyze KPIs and implement corrective action plans when needed.
• Provide regular reports to management on team performance.
• Propose continuous improvement actions to optimize CX operations.

Competence Required:

• Knowledge of CRM tools and customer experience management solutions.
• Performance indicators and evaluation techniques.
• Conflict management and coaching techniques.
• Customer feedback and complaint management processes.

Abilities:

• Leadership and ability to motivate and animate a team.
• Strong customer orientation and service quality.
• Capacity to analyze data and make quick decisions.
• Excellent communication and interpersonal skills.

Attitudes:

• Team spirit and commitment.
• Dynamism and rigor in task follow-up.
• Solution-oriented mindset and continuation.
• Autonomy and ability to manage priorities.

Performance Indicators:

• CSAT and NPS of the team.
• Compliance rate with procedures and processes.
• Average response time and first contact resolution rate.
• Productivity and quality of client interactions.

Mobility Area:

• Responsible for Customer Experience Operations.
• Coordinator of training and quality.
• Charged with training and quality.
• Specialist in knowledge management.

University Education:

Bac+3/4: Bachelor's or Master's degree in management, customer service, communication, or related fields.

Experience Required:

3 to 5 years of experience in customer service. Experience in team management and performance animation. Mastery of CRM tools and performance indicators (KPIs).