Customer Experience Manager

1 week ago


Houston, Texas, United States PosiGen Full time
Job Summary

The Customer Care & Collections Operations Manager is responsible for the day-to-day operational management of the Customer Care & Collections departments, including goal setting, KPI tracking and measurement, issue analysis, and business requirements for process and technology development. The ideal candidate will have a strong understanding of customer service principles and best practices, as well as experience with process improvement and data analysis.

This role will develop and monitor/analyze cross-functional workflows, finding the root causes for customer experience gaps and turning these insights into actionable plans for change.

Key Responsibilities
  • Set and manage goals for the Customer Care and Collections departments, including KPIs such as customer satisfaction, response time, first call/case resolution and average days delinquent, etc.
  • Track and measure KPIs and report on progress to senior management
  • Analyze customer issues and identify root causes
  • Develop, document, and implement process improvements to improve customer experience in Care & Collections
  • Work with IT to identify and develop technology solutions to improve customer experience workflows and customer communication
  • Make recommendations for hiring, training, and development of Customer Care & Collections team members
  • Ensure that the Customer Care & Collections teams are providing excellent customer service by reporting on performance and quality and coaching on course corrections
  • Audit customer interactions via Quality program/scorecard development and implementation
  • Contribute to training curriculum by documenting process, technology and customer treatment enhancements
  • Lead and manage functional projects according to scope, deliverables and timelines
Requirements
  • Strategic planning and goal-setting
  • Execution management
  • Report development - data interpretation and analysis
  • Process flow design and documentation
  • Financial acumen
  • Communication
  • Teamwork
  • Influencing without authority in a matrixed environment
Education/Experience
  • Bachelor's degree in business administration, customer service, or a related field
  • 5+ years of experience in contact center operations, including at least 3 years in a management role
  • Strong understanding of customer service principles and best practices
  • Experience with Collections business strategies and success in implementation and measurement of Collections KPIs
  • Experience in customer operations - sales and service, including contact center management
  • Experience in the renewable energy sector strongly preferred
  • Experience with process improvement and project management
  • Excellent communication and interpersonal skills
  • Ability to work independently and as part of a team
  • Proficiency in Google Suite and Salesforce


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