The posting
Position Summary: The Sr. Customer Experience (CEX) Manager manages the day-to-day operations of the customer support activities, leading a team of Customer Support Supervisors to deliver a world-class customer experience. This role supports company and departmental goals by directly influencing the support of current customers, providing solutions to resolve issues, improve adoption of our services, and drive customer retention efforts.
This is a Remote/Work from Home position reporting to the Director of Customer Service.
What you will do:
Provides leadership to the Customer Support Supervisors and is accountable to the performance and results of the team. Responsible for hiring, onboarding, training, and retention of team to ensure right person, right role, right time. Establishes high standards for productivity, quality, customer service, and team cohesiveness. Provides weekly team and one-on-one coaching to Supervisors. Cultivates a strong departmental culture through active team member engagement. Provides continuous feedback and conducts performance reviews and other talent assessments for direct reports. Assists Supervisors with time, attendance, and scheduling of team members. Actively listens to and helps to resolve employee relations concerns among the team, working with human resources for escalated situations. Instills and promotes company values and mission through role modeling leadership and core value behaviors. Establishes operational objectives and work plans while delegating and developing Supervisors teammates. Responsible for developing strategic initiatives for customer lifecycle management improvements. Manages and improves department performance through monitoring productivity, problem resolution, system audits, and quality assurance measures. Ensure proper Supervisor oversight of calls/chats to be handled within the expected levels of service and quality. Works with Supervisors to calibrates representative calls to improve skill and execution. Conducts data analysis to identify approaches to customer support and retention. Provides feedback to management, marketing, and product teams focused on continuous improvement of our products and services. Works with business systems teams to ensure the customer relation management system is set up to collect customer sentiments and data that provides productive insights Ensures compliance to guidelines and directives, decisions are guided by policies, procedures, and department goals. Delivers on KPI’s for customer experience operations. Provides monthly reporting and key insight presentations to senior leadership. Maintains consistent professional development through company provided workshops, training, and development opportunities. Takes an active talent management approach to onboard, mentor and inspire a diverse, highly engaged, and skilled team. Continually upgrade talent through timely talent management, development, succession planning and recruitment.
Qualifications:
Minimum 7-10 years of leadership experience. 5-7 years of experience in customer service and/or technical support, preferably in a telecommunications and/or technology-based environment. Bachelor’s Degree preferred or equivalent years of direct experience leading productive teams. Minimum four-years support experience in a call center environment or proven technical ability. Respectful and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals. Ability to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies. Strong analytical, planning and budgeting skills. Ability to influence others. Excellent verbal and written communication skills, presentation, and problem-solving skills. Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes. Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment. Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality. Willingness and ability to work flexible hours and travel (up to 5%); will include some overnight travel. Proficient in MS Office, Salesforce CRM, Ring Central, In Contact and modern communication tools for virtual teams (i.e., MS Teams, Word, PowerPoint, and Excel).
Physical Demands: Employees may experience the following physical demands for extended periods of time:
Sitting, standing, and walking (95-100%) Keyboarding (70-90%) Viewing computer monitor, tablet and cell phone requiring close vision (70-90%)
Work Environment: Remote with Travel: Work environment is primarily indoors at home, customer or vendor site, or other business meeting venue; exposure to all types of weather and temperature conditions during travel, and exposure to hazardous driving and traffic conditions. Travel (approx. 5%), may include overnight and out of state travel.
