Customer Experience Team Leader

Customer Experience Team Leader


Customer Experience Team Leader

Details of the offer

About UsWe are a market leading commercial fuel card and payment solutions provider, operating in 53 countries and employing more than 7000 people globally.In New Zealand, wholly owned FLEETCOR subsidiary CardLink Ltd operates CardSmart, New Zealand's leading multi-branded fuel cards.This is a rewarding opportunity to join a global forerunner in payment solutions and contribute to our exponential growth in a growing team.About The RoleYour role in a nutshell includes:Managing and co-coordinating the day-to-day operations of your Customer Experience teamEscalation point for CX teams, Customers & MerchantsMonthly Qualitative Assessments of Customer Interactions with CX StaffMonitoring and ensuring Queue Hygiene in the telephony and email systemsProblem Solving and TriagingManagement of new staff and on boarding into the teamAnalysis and presentation of contact centre performanceEscalation managementProcess improvementPerformance managementAbout YouThis role is perfect for an experienced shift leader, 2IC looking for a step up or existing team leader looking to manage a growing team.To be considered for this role you will bring with you:3+ years team leader or management experienceCredit / ATB management experienceContact/Call centre experienceIntermediate Experience on ExcelQueue management and QA experienceDemonstrated ability to monitor staff performance, implement training plans and keep the team motivated and focusedAbility to work through issues in a logical and sound mannerEnthusiasm to be a self-starter, show initiative, and be vigilant for additional business opportunitiesExcellent negotiation and problem solving skillsStrong relationship management skills – both internally and externallyStrong analytical skills with the ability to work to deadlinesMust be a strong planner with excellent organisational skillsWhat you'll get in returnA real opportunity to supervise, support and make a difference for Customer ExperienceCompetitive SalaryFuel DiscountsLife InsuranceFree Gym MembershipWork Anniversary Day OffA fantastic team who are raising the bar in our businessOrganization with ongoing incentives and a people focused cultureSound like you? We'd love to hear from you - Get in touch via a personalized application with your relevant career history and tell us why you'd be a great fit!Curious what it's like to work for us? Check us out on: *****

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