Service Experience Manager

  • Waterford
  • Synchro
Service Experience Manager Location: Waterford – Hybrid working is on offer here Synchro have partnered with a large and very well-known organisation who are currently hiring for an experiencedService Experience Manager, who will play a pivotal role in driving enhancements to both external customer and internal colleague experience within a Contact Centre Environment. This role will collaborate with stakeholders across the organisation and will focus on global service standardisation and transformation. Key Responsibilities: Execute strategic objectives to improve customer and colleague experiences. Establish consistent processes, systems, and people practices across relevant business areas. Engage with senior stakeholders to address root causes of customer and colleague contacts. Forecast and manage customer and colleague contact volumes. Manage service risks and issues, driving continuous improvement. Improve colleague ways of working for enhanced customer experiences. Partner with Learning and Development and Knowledge teams for up-to-date training content. Ensure consistent customer-centric and colleague-centric processes across business areas. Experience required: Experienced manager with a focus on service excellence and customer success. Strong cross-functional collaboration skills. Proficiency in engaging and influencing stakeholders, especially at senior levels. Experienced in large-scale change management. Experience in managing local and remote teams globally. Proficiency in interacting with all levels of the organisation. Experience in a role focussed around a large contact centre operation. Role Summary: Role: Service Experience Manager Location : Waterford – Hybrid working is on offer here Salary: €55,000 - €75,000 per annum – plus excellent benefits #J-18808-Ljbffr