To lead, inspire, develop and coordinate the market Consumer Engagement Services (CES) team in order to manage the reputation of the company through providing online and offline personalized and engaging experiences to consumers.
• Maintain the reputation of the company by collaborating with key stakeholders to manage complex consumer escalations.
• Collaborate with internal teams to identify trends, streamline processes and create data driven insights that drive CES performance.
• Proactively deliver operations excellence through technology, manpower training and optimization.
• Support personalized consumer experience journey delivering delightful consumer experiences.
• Ensure high quality and consistent performance from agency partners.
• Train, manage and lead contact center and complaint collection teams.