Customer Experience Manager

Company

Modon

Location

abu dhabi, abu dhabi

Type

Full-time

            Contact Centre Leadership & Operations  Provide end-to-end leadership of Contact Centre operations, covering inbound and outbound interactions across multiple customer touchpoints. 
Ensure optimal staffing models through accurate workforce planning, capacity forecasting, and productivity management for peak and non-peak periods. 
Oversee daily operations to ensure consistent achievement of service levels, response times, resolution rates, and quality standards. 
 Customer Experience & Service Excellence  Own and continuously improve the end-to-end customer journey handled by the Contact Centre. 
Lead complaint management, escalation handling, and service recovery to ensure timely and effective resolution of high-priority customer cases. 
Monitor customer feedback, CSAT, and quality assessments to identify trends, root causes, and service improvement opportunities. 
Drive initiatives that contribute ...
        

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Customer Experience Manager

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