Customer Experience Operations Manager

As a Customer Experience Operations Manager at ComeOn Group, you'll oversee the daily operations of the Customer Experience team, ensuring that all player communications, KYC processes, and support systems function seamlessly. You'll monitor team performance against set KPIs, drive change for continuous improvement, and support the development and coaching of Team Leaders and Customer Experience Agents.

To qualify as a Customer Experience Operations Manager at ComeOn Group, candidates should possess strong communication skills, both verbal and written, and demonstrate an analytical mindset that encourages questioning norms. Proven leadership experience and the ability to foster a high-performance culture are essential, along with a passion for enhancing customer satisfaction.

At ComeOn Group, we prioritize professional growth. As a Customer Experience Operations Manager, you'll have the chance to develop your leadership skills by coaching and mentoring Team Leaders and Customer Experience Agents. You'll also have access to motivational team activities and a supportive environment that encourages collaboration and innovation.

The work environment for a Customer Experience Operations Manager at ComeOn Group is vibrant and inclusive. We promote a hybrid work model that allows you to choose your workstation, whether that's from one of our welcoming offices or remotely. Our offices are designed to foster creativity and collaboration, making them a great place to share ideas and enjoy a friendly atmosphere.

ComeOn Group offers a competitive remuneration package that includes a company bonus scheme, a wellbeing allowance, and comprehensive private health insurance. Additionally, our hybrid work arrangement allows for up to 40 days of remote work from anywhere each year, along with regular team events that promote camaraderie.

In my previous role, I successfully led a customer experience team by implementing structured processes that facilitated staff engagement and high performance. I encouraged open communication and developed training programs which significantly improved team morale and customer satisfaction scores.

I measure effectiveness through a blend of qualitative and quantitative metrics. Key performance indicators like customer satisfaction ratings, resolution time, and team productivity statistics provide quantifiable data, while feedback through surveys and direct interactions with customers offers qualitative insights.

To enhance customer satisfaction, I would implement a continuous feedback loop that includes regular surveys and direct customer interactions. Analyzing this data would allow us to tailor our services better, while also promoting a culture of case ownership within the team to ensure that every interaction is personal and positive.

Motivating a team involves understanding their individual drivers and creating a supportive environment. I would conduct regular one-on-one check-ins to set goals and acknowledge achievements, along with organizing team-building activities to strengthen relationships and foster a supportive team culture.

In a previous role, I encountered a frustrated customer who had faced multiple service issues. I listened attentively, validated their concerns, and collaborated with my team to address the underlying problems. I also made sure to follow up with the customer personally to ensure their satisfaction, which helped to turn their experience into a positive one.

I have considerable experience using data analysis to identify trends and areas of improvement. By utilising reporting tools, I have helped teams adapt our strategies based on customer behavior trends, thus enhancing the overall service experience.

In my last position, I identified that our response time to inquiries was too slow. I initiated a review of our processes, implemented a new ticketing system, and trained staff on quicker resolution methods. This resulted in a significant reduction in response times and a corresponding increase in customer satisfaction ratings.

Teamwork is crucial in customer experience. A well-coordinated team ensures that information flows seamlessly, which allows us to provide comprehensive and timely support to our customers. By fostering a collaborative environment, we can leverage each member's strengths to enhance service delivery.

Addressing performance issues involves a proactive approach. I would schedule a private meeting to understand the underlying reasons, provide constructive feedback, and set realistic performance improvement plans. Empowering the team member with additional training and support can also drive positive changes.

The most important quality for a Customer Experience Operations Manager is empathy. Understanding customers' perspectives and challenges enables us to provide tailored solutions and ensures we continuously strive to improve their experiences.