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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