High-Performance Customer Experience Manager
6 days ago
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 SummaryWe 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.
- 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.
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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