Skills Assessment Library

The Customer Experience Manager's role is to meet the customer's needs to ensure customer loyalty and satisfaction, both online and in store. A CX manager is responsible for bridging the gap between customers and the brand to ensure that the touch points across the customers' journey are engaging, efficient and effective.

• Leadership
• Collaboration
• Customer Acquisition/Retention

Call Centre Supervisors are responsible for overseeing a team of support representatives who assist customers with queries or issues relating to products and/or services. As the Supervisor, they will often be the escalation point who handle customer communications who’ve unusual requests that can’t be rectified by the call centre representative, or that have come through unsatisfied with the efforts of the agent. They’re also responsible for ensuring the team collaborates and adheres to company processes and procedures to achieve service level standards.

• Communication
• Leadership
• Collaboration

The Customer Success Team Lead is tasked with the role of leading and developing a team of Customer Success Managers and Customer Success Associates. They do this by ensuring their team has the tools, processes and coaching to be successful in their roles of delivering exceptional support to customers and driving growth, adoption and retention. They will also have the opportunity to work with high profile customers and be responsible for taking escalations that come in from their team. The Customer Success Team Lead will also drive collaboration between the Customer Success Team and other teams in the business.

• Leadership
• Collaboration
• Problem Solving