Job Description

Join an energetic team at our client, a leading financial institution authorized to provide top-notch customer service experiences. They are committed to fostering a productive call center environment where every individual thrives.

Are you passionate about people and looking to make a real difference in a customer service setting? As the Customer Service Experience HR Manager for our client, you'll play a crucial role in creating a positive and customer-focused culture within the call center. From recruitment to talent management, you'll be the driving force behind ensuring exceptional customer service and employee satisfaction.

Responsibilities:
- Strategically enhance the call center's HR operations by designing and implementing effective policies and practices that prioritize customer experience.
- Foster strong relationships with both call center management and customer service representatives.
- Deliver dynamic HR programs that promote communication, empathy, and customer-centricity among team members.
- Uphold the highest standards of service delivery to meet customer expectations.
- Spearhead communication processes to boost employee morale and motivation in delivering outstanding customer experiences.
- Lead employee survey actions and provide expertise for actionable plans to improve customer service satisfaction.
- Advocate for the company's commitment to providing exceptional customer experiences.
- Ensure compliance with all relevant legislation and regulations that impact customer service operations.
- Maintain discipline and fairness in the call center environment to create a positive customer-centric culture.
- Recommend engagement or development initiatives tailored to enhancing customer service skills.

Requirements:
- Degree or Diploma in Human Resources Management.
- At least 5 years of experience as an HR Generalist, with a preference for those with a background in managing HR in a call center or customer service environment.
- Proficiency in MS Office.
- Familiarity with employment legislation and dispute resolution processes related to customer service settings.
- High levels of confidentiality and trustworthiness to handle sensitive customer and employee information.
- Detail-oriented with the ability to meet deadlines in a fast-paced customer service environment.
- Stellar communication skills to facilitate effective interactions between customer service representatives and customers.
- Innovative and self-driven with a collaborative spirit to foster a customer-focused culture.

Outside Capital