Emprego Customer Experience Manager (M/F) Lisboa Empresa:Sitel Portugal Data Publicação:21-03-2017 Introdução :We are Sitel Global outsourcing provider of customer experience management helping the largest brands in the world retain and grow their customer base. We seek people who can build trust with our clients’ customers and lead functional support teams. We look for individuals with exceptional project management talent, subject matter experts in all facets of business operations, and people with leadership talent. We have a People-first culture – our commitment to putting people first improves the satisfaction of our employees and provides a better experience for the customer. From our customer service associates through to our global leaders that support them, everyone is valued. Our Client Our client is a trusted community marketplace for people to list, discover, and book unique accommodation around the world. The service connects people to unique travel experiences, at any price point, in more than 34,000 cities and 191 countries. And with world-class customer service and a growing community of users, this company’s website is the easiest way for people to monetise their extra space and showcase it to an audience of millions. Descrição da Função:Position Overview A customer experience manager serves as a specialist, evaluating, planning, and implementing improvements in business processes and practices for one of Sitel’s largest clients. Other aspects of the job can include team building and group facilitation, compiling and tracking data and procedure materials. - Ensure process consistency against Sitel operating framework - Production of site audit reports and action plans for improvement - Maintain accurate monitoring records to support performance improvement - Coordinating of activities to ensure consistency, cohesiveness, and sharing of best practice - Identify and develop opportunities to improve client satisfaction and add value through interpretation of customer feedback/experience data. Requisitos: What we are looking for A candidate with a minimum of 12 months call centre experience, preferably as a Process Improvement Manager/Team Manager/Quality Analyst, that has demonstrated successful tracking and improving of business processes. Requirements - Proven and relatable work experience - Native level English (C2 minimum) - Profile match with our assessment - Technical proficiency especially with Microsoft Excel - Strong analytical, oral communication, and technical writing abilities - Must be available for a regular schedule of 40 hours a week, one that spans weekends and holidays Bonus Skills - Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies - Experience with policy work, or help resource project management - Active and passionate traveller or host. Oferece-se:Our Offer At Sitel we believe our staff are our most important asset and therefore we take pride in finding the best, most talented and driven employees. Among the benefits of working with us are; - Great office location in Lisbon Portugal - Gross Basic salary (x14) - Monthly meal allowance - Monthly performance bonus - Private health insurance (applicable after 6 months) with an onsite Doctor - 22 vacation days per annum - Support one of the largest and fastest growing start-ups in the world - Work in a multicultural environment - Further training available through SITEL’s online University - Career opportunities and a great working environment + much more.. We take care of you and your development and make sure that you have the right conditions to deliver the best results. Subsequently, we expect that you give it your best at all times. If you feel that this job advertisement sums up your character and your ambitions, please submit your resume as soon as possible.Local:Lisboa (Distrito de Lisboa) Entrada:ASAP Partilhar esta informação Enviar a oferta: Customer Experience Manager (M/F) Lisboa Comentários Para se candidatar preencha o seguinte formulário: Questionário Preencha o questionário completo. Se desejar, coloque aqui alguma nota, comentário ou informação adicional. *Nome completo: *E-mail: *Currículo (.pdf, .doc, .docx): ENVIAR CANDIDATURA Se estiver registado faça login. Pode registar-se aqui.