Customer Service Excellence Manager

Customer Excellence Manager

The Customer Excellence Manager is responsible for leading and optimizing the performance of the contact centre operations to deliver exceptional customer experiences. This role ensures operational efficiency, drives continuous improvement, and aligns the contact centre strategy with overall business objectives, including customer retention and effective complaints resolution.

Key Responsibilities

Leadership & People Management

• Lead, coach, and develop a team of managers and supervisors to achieve service excellence.
• Foster a high-performance culture focused on customer satisfaction and employee engagement.

Operational Management

• Oversee day-to-day contact centre operations across multiple channels (phone, email, chat, social).
• Ensure adherence to SLAs, KPIs, and compliance standards.
• Collaborate with and deliver workforce planning, scheduling, and resource allocation.

Customer Experience & Quality

• Drive initiatives to improve customer satisfaction and Net Promoter Score (NPS).
• Implement quality assurance programs and monitor performance metrics.

Customer Retention

• Develop and implement retention strategies to reduce churn and increase customer loyalty.
• Monitor retention KPIs and proactively address risk factors impacting customer relationships.
• Collaborate with marketing and product teams to design retention campaigns and offers.

Complaints Management

• Establish and oversee a robust complaints handling process ensuring timely resolution and root cause analysis.
• Act as the senior escalation point for complex or high-impact complaints.
• Use complaint data to identify trends and implement corrective actions to prevent recurrence.

Strategic Planning & Continuous Improvement

• Develop and execute strategies to enhance efficiency and reduce cost-to-serve.
• Identify and implement process improvements and technology enhancements.

Budget & Financial Management

• Through collaboration with finance, manage the contact centre budget, including forecasting and cost control.
• Deliver operational performance within financial targets.

Stakeholder Engagement

• Collaborate with internal teams (Sales, Operations, Marketing, IT) to ensure seamless customer journeys.
• Act as a key point of escalation for complex customer issues.

Skills & Competencies

• Strong leadership and people management skills.
• Excellent communication and stakeholder management abilities.
• Analytical mindset with experience in data-driven decision-making.
• Knowledge of contact centre technologies (CRM, telephony, workforce management tools).
• Ability to manage change and drive continuous improvement.

Qualifications & Experience

• Proven experience in managing large-scale contact centre operations.
• Minimum 5–7 years in a senior leadership role within customer service or operations.
• Experience with multi-channel customer engagement strategies.
• Degree in Business, Management, or related field (preferred).

Performance Metrics

• Customer Satisfaction (CSAT) and NPS scores.
• Service Level Agreements (SLAs) and First Contact Resolution (FCR).
• Customer retention rate and churn reduction.
• Complaints resolution time and root cause elimination.
• Employee engagement and attrition rates.
• Operational efficiency and cost-to-serve.