Customer Experience Leader
4 days ago
We are TaskUs, a provider of innovative digital services and customer experience solutions. Our mission is to ensure a world-class support experience for our community. We operate in a cloud-based infrastructure, serving fast-growing technology companies across various sectors.
With a global workforce of over 45,000 employees, we have expanded our presence to twenty-three locations across twelve countries, including the Philippines, India, and the United States. Our People First culture has enabled us to achieve remarkable success for our clients.
The Role:
- Degree: Master's Degree or Bachelor's Degree required in a related field (Business Administration, Management).
- Management level experience in similar roles; minimum of 10-15 years of experience in relevant fields.
- Languages: Fluent English speaking and writing required; ability to read/write additional languages beneficial.
What You'll Do:
- Develop strategic initiatives to drive effortless customer experiences.
- Analyze data to identify areas for improvement and implement changes.
- Liaise with cross-functional teams to ensure alignment and execution of customer experience strategy.
- Collaborate with internal stakeholders to build a customer experience framework.
Key Performance Indicators (KPIs):
- Overall quality audit completion rate.
- CSAT score.
- FCR rate.
- Error rate.
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