1 of 1 Performance Management Jobs in Liskeard

managing a team of motivated, skilled and customer-focused service agents and resources within Wildanet's Customer Experience function. The Wildanet Customer Experience team is responsible for the effective management of customers throughout the customer journey & lifecycle, including service activation, billing, payment recovery, termination and change management, in support of the sales process and delivering an excellent customer … revenue and reduces churn and cost to serve. You will be responsible for managing a team of Customer Experience Agents and ensuring that they are meeting or exceeding key performance indicators (KPIs) and service level agreements (SLAs). To do so, you will be responsible for conducting regular 1-to-1s with team members and providing ongoing training and … continuous improvement. The Wildanet Customer Experience Manager provides a polite, professional, and empathetic point of customer complaint escalations. Outbound call monitoring and reporting for agents. Outbound communication oversight. Complaints management and resolution tracking. Call quality monitoring and scoring. Collaboration with scheduling teams and other departments where outbound engagement is required. Maintain accurate records of outbound activity performance and More ❯