Operations
CX Manager
Working Hours: 10-15 hours per week
Duration: 6 months | Medium term
Number of positions: 1
Reporting to: MCVP Operations
DDL: 13th August
Available positions
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Job Description
✅Consideration processes of the national accounts of GTa
✅Guarantee a good alignment with the EP managers for the EP experience
✅Responsible to deliver all the standards to the EP
✅Responsible for implementing the SOPs for Youth
✅Responsible to check ECB Audit delivery
✅Ensure synergy with oGX IR Managers and iGV Manager
Requirements
iCX/oGX background preferred, not mandatory
Sense of urgency
Good tracking skills
Organization
Discipline
KPI & MoS
#Approvals
%APL-ACCH
%APD-RE
Process Time APL-APD
% Conversion rate FI-CO
#CV's
Benefits
Problem Solving
Customer Exp
Contribution to the results of the entity
Work directly with MC
Improve your portfolio for future opportunities
General Questions
1️⃣ What motivates you to apply for this role, and how does it align with your personal and professional goals?
2️⃣ Using a framework of your choice, analyze the last three predecessor terms, highlighting their biggest successes and challenges.
3️⃣ Identify three key skills you possess and explain how they will contribute to your success in this role and your team’s performance.
4️⃣ What are the best practices for accountability, and how do they align with your personal values?
5️⃣ What sets you apart as the best candidate for this specific role? Provide examples to support your answer.
Specific Questions
1️⃣ Propose 3 strategies to ensure a pool of CVs that meets demand with quality and speed.
2️⃣Evaluate current oGTa international opportunities and propose what will be the focus on IR to ensure applicants are in line with the job requirements.
3️⃣Imagine you're the Program Excellence Manager facing a surge in customer complaints and a decline in satisfaction scores on YOP. Users are frustrated, EP's cite usability issues and a lack of support. How would you address this situation, focusing on key actions to enhance usability, improve customer support, and bridge communication gaps? Additionally, how would you measure the success of your strategies to ensure a positive and sustained customer experience?
4️⃣ Design your weekly routine based on the JD presented. How do you prioritize and manage tasks to ensure effective delivery on responsibilities?
