High-Performance Customer Experience Manager

6 days ago


Las Cruces, New Mexico, United States Mass Markets Full time

Mass Markets is a leading provider of business process outsourcing services, and we are seeking an experienced High-Performance Customer Experience Manager to join our team.

Job Summary

We are looking for a skilled leader to manage a team of customer service representatives and drive exceptional customer experiences. The ideal candidate will have a proven track record of success in call center management, with expertise in coaching, training, and developing high-performing teams.

About the Role
  • Lead a team of 15-25 customer service representatives, providing coaching, guidance, and support to ensure exceptional customer experiences.
  • Develop and implement strategies to improve customer satisfaction, quality, and productivity.
  • Collaborate with cross-functional teams, including operations, training, and quality assurance, to drive business results.
  • Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and develop targeted solutions.
  • Provide regular feedback and coaching to team members, ensuring they have the tools and resources needed to succeed.
Requirements
  • Minimum 5 years of experience in call center management, with a proven track record of success.
  • Strong leadership and communication skills, with the ability to motivate and inspire team members.
  • Expertise in coaching, training, and developing high-performing teams.
  • Familiarity with industry-leading CRM software and other technology platforms.
  • Ability to work in a fast-paced environment, with a strong focus on customer satisfaction and continuous improvement.
Benefits

We offer a comprehensive benefits package, including:

  • A competitive salary range of $45,000 - $60,000 per year.
  • A bonus structure that rewards individual and team performance.
  • A generous paid time-off policy, with holidays and vacation days included.
  • A comprehensive health insurance plan, with options for medical, dental, and vision coverage.
  • A retirement savings plan, with company match and vesting schedule.

We are committed to creating a positive and inclusive work environment, where employees feel valued and supported. If you are a motivated and talented professional looking for a new challenge, we encourage you to apply for this exciting opportunity.



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