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Customer Experience Manager

Company: 4 Over llc
Location: Columbus
Posted on: May 16, 2022

Job Description:

Job DescriptionSUMMARY: The Customer Experience Manager is responsible for leading a contact center team that delivers a best-in-class, branded customer experience that builds loyalty and enables growth. The CEM must be passionate and driven with a desire to provide an amazing customer experience across all touchpoints that meets or exceeds customer expectations.JOB DUTIES & RESPONSIBILITIES:Please note the listed duties and responsibilities do not cover or contain an inclusive listing of activities, duties or responsibilities for this job. Duties, responsibilities and activities may change at any time with or without notice.

  • Lead a team of passionate customer experience representatives by providing leadership, guidance and coaching delivering high levels of people engagement and customer praise
  • Communicate customer experience quality standards and expectations to staff and provide coaching and support for improvement
  • Manage and direct all aspects of incoming contact center operations
  • Drive processes to identify and correct gaps in the customer experience based upon qualitative and quantitative customer feedback
  • Develop continuous feedback loops ensuring that internal stakeholders receive customer feedback for further action
  • Handle assigned projects from concept to realization with minimal supervision
  • Identify opportunities and drive solutions to enable automated tools and applications for customer self-service
  • Continually refine an end-to-end customer journey and improve customer engagement to ensure the highest levels of satisfaction
  • Implement and review call center policies and procedures
  • Accomplish human resource objectives by hiring, training, coaching, counseling, monitoring, enforcing policies and procedures, appraising, and reviewing job contributions of staff
  • Complete and maintain all required paperwork, records, documents, etc.
  • Report any/all workplace hazards, work related injuries, illnesses, and/or near misses to management immediately
  • Analyze call center data and prepare reports for upper management.
  • Lead team meetings and give presentations to upper management
  • Prepare work schedules and staffing plans to ensure sufficient coverageQUALIFICATIONS & SKILLS:
    • Proven supervision experience of customer service/contact center operations with demonstrated progression of responsibilities
    • Must be able to orchestrate multiple activities at once to accomplish goals; use resources effectively and efficiently
    • Have the ability to develop procedures and systems to support a consumer product or service
    • Must be able to build, develop and grow teams
    • Must be organized and disciplined with excellent prioritization and time management skills
    • Proven ability to interact with customers and internal stakeholders to resolve customer service issues
    • Excellent interpersonal, negotiation and conflict resolution skills
    • Prior print industry experience is desirable preferred
    • Bachelor's degree in business, Operations or similar field preferred
    • Has experience with contact center technologies (software applications, phone and computer systems) to enhance performance and efficiency
    • Experience developing and tracking operational metrics to drive action preferred
    • Proficient in Word, Excel and PowerPointDESIRED CHARACTERISTICS:
      • Excellent leadership skills
      • Strong communication skills, both verbal and written
      • Strong attention to detail
      • Self-motivated and able to work independently and manage multiple tasksconcurrently, including complex projectsPHYSICAL DEMANDS:The physical demands described are representative of those that must be met by anemployee to successfully perform the essential functions of this job.
        • Employee is regularly required to sit, walk and stand; talk or hear
        • Use hands repetitively to finger, handle, feel or operate standard office equipment
        • Reach with hands and arms
        • Work under typical office conditions
        • Ability to sit at a computer terminal for an extended period of time

Keywords: 4 Over llc, Columbus , Customer Experience Manager, Executive , Columbus, Ohio

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