The Customer Experience People Leaders are responsible for leading and managing a team of individual contributors within the Customer Experience Centre. They continually monitor operational activity and ensure consistent achievement of operational performance.
The People Leader will champion innovation and change, building a culture of continual improvement. Through exceptional leadership, the Customer Experience People Leader enables the success of health care professionals and improves the lives of our patients.
Responsibilities:
Completion of people management activities (1-1, Quarterly Reviews, Probation, Performance Management)
Directly manage performance and behaviours of direct reports consistent with company policies
Lead, coach, and develop direct reports
Collaborate with Customer Experience Coaches to provide training and learning to direct reports
Actively monitor operational activity, allocate work, and ensure optimum operational performance
Consistently complete quality assurance and auditing, providing timely feedback and coaching to the team
Use diverse methods of communication to inform and engage team members (Daily Huddles, Team Meetings)
Actively identify and deliver innovation and change opportunities and nurture a culture of continual improvement
Minimise the impacts of change on direct/indirect reports, internal stakeholders, and customers
Collaborate with stakeholders to deliver exceptional results for the organisation
About You:
3-5 years of experience in customer experience management, customer service leadership, preferably within a Contact Centre or Administration Centre
Exceptional communication, interpersonal, and leadership skills
Ability to build strong relationships with cross-functional teams
Strong internal and external stakeholder management
Passion for customer solutions and a commitment to continuous improvement
Demonstrated strong leadership and coaching experience
Proven ability to drive change across multiple and varied business units/locations/divisions
Highly developed stakeholder engagement and influencing skills
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