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 #J-18808-Ljbffr