Senior Client Experience Manager Position

Join Peninsula Canada as a Senior Client Experience Manager, enhancing customer journeys through leadership in client solutions and onboarding. Drive operational excellence with your strategic vision in this office-based role.
This key management role focuses on optimizing the entire client lifecycle. You will leverage your 5+ years of leadership and call center experience to coach teams for improved performance and satisfaction. Your ability to reconcile data insights with client needs will be essential for success in reaching retention targets.
Key Responsibilities:
• Lead the coaching to improve client interactions and KPIs
• Oversee performance reports for seamless client transitions
• Implement First Call Resolution strategy across all interactions
• Conduct individual and team reviews for ongoing development
• Analyze real-time metrics to ensure service level agreements
Requirements:
• 5+ years in a call center setting
• 5+ years of experience in lea...