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 policiesLead, coach, and develop direct reportsCollaborate with Customer Experience Coaches to provide training and learning to direct reportsActively monitor operational activity, allocate work, and ensure optimum operational performanceConsistently complete quality assurance and auditing, providing timely feedback and coaching to the teamUse 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 improvementMinimise the impacts of change on direct/indirect reports, internal stakeholders, and customersCollaborate with stakeholders to deliver exceptional results for the organisationAbout You:3-5 years of experience in customer experience management, customer service leadership, preferably within a Contact Centre or Administration CentreExceptional communication, interpersonal, and leadership skillsAbility to build strong relationships with cross-functional teamsStrong internal and external stakeholder managementPassion for customer solutions and a commitment to continuous improvementDemonstrated strong leadership and coaching experienceProven ability to drive change across multiple and varied business units/locations/divisionsHighly developed stakeholder engagement and influencing skills
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