Role Objectives:

As a Customer Experience Lead you'll play a pivotal role in shaping the experience of every Breadfast customer. You'll lead and inspire a team of CX Senior Associates & Associates, driving performance, ensuring top-notch service, and fostering a growth-oriented environment.

Roles & Responsibilities:

-Motivate, mentor, provide constructive feedback, and coach the team, guiding them to success by identifying development needs and providing personalized support

-Empower the team to handle complex or escalated customer issues confidently, ensuring customer satisfaction

-Analyze interactions, create reports, and validate complaints to identify areas for improvement within Breadfast's offerings.

-Communicate them effectively with other teams and follow through for resolution

-Develop a deep understanding of customer needs and communicate this feedback to drive ongoing product enhancements

-Manage schedules, overtime, and vacation requests while ensuring team adherence to procedures and high-quality service delivery

-Evaluate team and individual performance, utilizing KPIs to measure success and identify areas for improvement

-Proactively seek ways to boost productivity and customer satisfaction, fostering a culture of continuous learning and growth.

Required EDUCATION, KNOWLEDGE, AND SKILLS:

-Bachelor's Degree in any relevant field

-2 to 4 years of experience leading a non-voice team and have a passion for inspiring and motivating others

-Excellent written and verbal communication skills in both Arabic and English

-Experience with CRM systems and embrace technology to enhance operations

-Thrive in a fast-paced environment with rotational shifts and changing priorities

-Initiative, accurate, and manage multiple tasks effectively

-Responsible and have a high sense of ownership and commitment.

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