Senior Customer Experience Manager - abu dhabi - beBeeGovernance

    beBeeGovernance
    beBeeGovernance abu dhabi

    2 days ago

    Job title: Contact Center CX

    Description

    **Job Description:**

    Contact Center Governance Officer Role Summary:

    The Contact Center CX and Governance Officer is a critical role within the organization, responsible for overseeing end-to-end customer experience (CX) and conduct framework for all interactions handled by outsourced contact centers. This position ensures that customer interactions across various channels are delivered fairly, consistently, and compliantly with approved CX standards.

    Main Responsibilities:

    • CX Governance & Service Standards: Owning and maintaining the CX governance framework to define tone-of-voice, service quality standards, ensuring consistency of customer experience.
    • Audits & Oversight: Maintaining oversight on BPO adherence to scripts/journeys SLAs/KPIs regulatory requirements.


     




    • Bachelor's degree in Business or Communications.
    • Prior contact center operations/governance experience preferably in regulated financial services.
    • Demonstrated leadership skills – strong communication abilities required.

    SLA compliance accuracy complaint escalation repeat contacts/repeat complaints rates


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