IGCP Customer Experience Manager Jobs

10 months ago 3254

IGCP Customer Experience Manager Jobs 2024 – Uganda NGO Jobs.

IGCP Uganda looking for “Customer Experience Manager”.

Applicants with a University Degree may apply on or before March 18, 2024.

IGCP was formed in 1991 to address the long-term conservation of the mountain gorilla (Gorilla beringei beringei) and its regional afromontane forest habitat in the Virunga Bwindi Landscape. Our aim has been to work together as a single gorilla conservation program in order to expand and consolidate the successes of the Mountain Gorilla Project and other initiatives at a regional level.

The IGCP has published a job vacancy announcement on March 05, 2024 for qualified Uganda’s to fill in the vacant post of Customer Experience Manager to be based in Kampala, Uganda.

Recruiter	International Gorilla Conservation Programme (IGCP)
Position	Customer Experience Manager
Location	Kampala, Uganda
Country	Uganda
Total Vacant Post	N/A
Qualification	University Degree
Experience Required	Minimum Five years
Application Deadline	March 18, 2024

IGCP Job Vacancy 2024

Duties and Responsibilities:

Determining operational strategies to deliver exceptional customer service while enhancing overall efficiency by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
Developing call center systems capable of capturing real-time data that facilitates the analysis and synthesis of insights
Supervising and improving call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans.
Hiring, training, mentoring and monitoring the performance of call center personnel in order to ensure top performance.
Ensuring Net Promoter Score (NPS) is high through the delivery of top notch service
Identifying problems and taking an evidence-based approach to support solutions.
Reporting insights weekly to upper management. This also involves escalating and managing red flags and risks
Liaising cross departmentally to provide operational support
Collaborating within a hard-working and familial work environment.

Position in Organization:

Level: Middle Management
Deadline: 2024-03-18 14:17:59
Posted: 20 hours ago
Department: Operations
Position: Customer Experience Manager
Location: Kampala
Tenure: Full Time

Qualification:

Minimum of 3 – 5 years Supervisory/Managerial experience in a Customer Service Call Center or a similar position with a focus on customer experience
Excellent communications skills (verbal & written).
Great customer service skills capable of resolving customer service issues in a timely and efficient manner.
Self-starter and resourceful professional with strong problem solving skills.
Leader capable or training and coaching teams on how to improve customer experience.
KPI driven Individual capable of meeting and exceeding personal and team targets.
Advanced computer knowledge & skills including Microsoft Office and proficiency in call center equipment/software programs.
Efficient typing and writing skills.
Strong organizational and analytical skills and with keen attention to detail.
Must be able to work flexible hours and days, including weekends.