Overview

Global CX Team Lead – Krakow, Poland 

 

The Global CX Team Lead is a key role that manages the telephony platforms that collect customer experience & agent performance information and provides business and contact center stakeholders with important insights.

This role is responsible for optimizing CX platforms to align with quality assurance & customer survey requirements, creating & delivering dashboards & reports, assisting with user administration, and managing a team of global quality analysts.

Our office is situated in Cracow, and we embrace a hybrid working model (50/50).

 

Aon is in the business of better decisions  

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world!   

As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed. 

 

What the day will look like: 

Responsible for CX platform and analytics ownership in executing the following key functions: 

  • Coordination with contact center leaders and business stakeholders to identify CX analytical needs for quality & surveys
  • Creation & deployment of customer surveys within survey platform
  • Develop quality evaluation forms within quality platform, ensure ongoing functionality of same, and administer changes and updates as necessary
  • CX platform user administration
  • Team leadership & oversight – Providing oversight & guidance to a global team of quality analysts
  • Administer user access across quality, survey, & speech platforms
  • Deliver relevant CX information & data to the operation to drive process-level improvements
  • Support CX Analytics leader with integration of speech automation into quality operations

Skills and experience that will lead to success: 

  • Ability to build and maintain strong working relationships with colleagues and clients.
  • Bachelor’s degree or equivalent years of industry experience.
  • Total experience of 5+ years, and 2+ years of relevant experience with deep functional expertise (Customer Service, Quality standards, Telephony Systems)
  • Passion for customer service
  • Experience as a Contact Center Rep (knowledge of processes, metrics, roles)
  • Knowledge of industry- specific regulatory requirements and best practices
  • Flexibility / adaptability, focus, effective communications, strong interpersonal skills (active listening, feedback), autonomy / drive.
  • English at C1 level is required (on the CEFR scale)

 

Please attach CV in English only.

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