Customer Experience Manager

1 month ago

Bodega Bay, United States Boutique Recruiting Full time
Job DescriptionJob DescriptionWe are seeking a Customer Experience Manager to join a growing medical company in Brisbane. This person will be responsible for leading the customer service department, contribute to the organizational design and development, and assisting the front-line customer facing and team build and expansion. Apply now for consideration

Responsibilities:

  • Effectively supporting and driving operational results and leading the team through changes and new initiatives through effective coaching and performance management.
  • Meeting and exceeding service measurements, quality standards and customer service expectations
  • Supports organizational initiatives, driving consistency in processes and participating in projects outside standard job responsibilities.
  • Assures patient care service is being delivered consistent with the organizations mission and goals.
  • Supports clinical sites and works collaboratively with the Area Managers and Site Administers in performing a great door-to-door patient experience.
  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; and managing system and process improvement and quality assurance programs.
  • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Identify and solve strategic and daily issues by considering


Qualifications:

  • Minimum of five years of Management/Leadership experience in a medical call center environment
  • Minimum of three years’ experience as a Patient Care Manager or equivalent
  • Bachelor’s Degree in a related field preferred
  • Proven track record of delivering strong performance results
  • Ability to build and foster a high-performance team environment
  • Ability and desire to coach and mentor others
  • Strong interpersonal skills and influencing skills
  • Bilingual - English/Spanish preferred
  • Experienced with modern contact center technology
  • Excellent communication skills and interpersonal skills
  • Ability to problem-solve and to think tactically and identify significant success factors
  • Energetic customer experience champion familiar with contact center infrastructure
  • Collaborative and agile team member with the ability to pivot quickly and smoothly
  • Passionate employee engagement advocate with a focus on staff development, training and mentoring
  • Strong interpersonal skills and communication skills (both written and oral).
  • Self-motivated, adaptable to a dynamic and fast paced environment.
  • Attention to detail, highly organized, with personal initiative
  • Excellent team building and management skills
  • Excellent communication, conflict resolution, and follow-through skills

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