FAQs
What are the primary responsibilities of a Senior Executive in this role?
The primary responsibilities include delivering coaching sessions to customer service teams, monitoring team performance, analyzing customer feedback, tracking key customer experience metrics, collaborating with other departments, and identifying areas for continuous improvement.
What kind of metrics will I be tracking in this role?
You will be monitoring key customer experience metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and First Contact Resolution (FCR).
How often will coaching sessions be conducted?
Coaching sessions will be conducted regularly to ensure ongoing development of communication skills and service delivery within customer service teams.
Will I be collaborating with other departments?
Yes, you will work closely with other departments such as Marketing, Sales, and Product to align customer-facing efforts with company goals.
What tools or methods are used to assess team performance?
Team performance will be assessed through call listening, evaluations, and feedback to ensure high-quality customer interactions.
How is customer feedback utilized in this position?
Customer feedback is analyzed to identify areas for improvement in service and customer satisfaction.
What experience is required for this role?
A background in coaching and training, performance monitoring, customer service, and metrics analysis is typically required, along with strong problem-solving skills.
Is there an expectation for continuous improvement in this role?
Yes, identifying recurring issues in customer interactions and providing actionable coaching strategies for improvement is a key part of the job.