Customer Experience Manager

1 week ago


Santa Ana, California, United States Vaco Full time
Job Summary

Vaco is seeking a highly skilled Customer Care Supervisor to oversee the day-to-day operations of our call center sales team. As a key member of our team, you will be responsible for ensuring customer experience excellence, observing and improving processes, and developing objectives for team members.

Key Responsibilities
  • Customer Experience Excellence: Ensure that customer experience meets or exceeds our standards.
  • Process Improvement: Observe processes and identify opportunities for improvement, suggesting changes to enhance efficiency and effectiveness.
  • Team Management: Assist with hiring, training, coaching, and monitoring performance of customer care representatives, ensuring they meet company guidelines.
  • Operations Oversight: Oversee the day-to-day operations of the call center sales team, developing objectives for their activities.
  • Scheduling and Time Management: Oversee work schedules to ensure proper phone coverage, manage callouts, teams' timekeeping, sick time, PTO, lunch, and breaks.
  • Procedure Development: Create standard operating procedures (SOPs), training materials, scripts, and email templates.
  • Leadership and Guidance: Provide dynamic leadership, mentoring, and guidance to team members, helping them maximize every contact for the benefit of both the business and our customers.
  • Escalated Complaints: Handle escalated customer complaints and provide timely resolutions.
  • Interdepartmental Liaison: Liaison between Customer Care and other departments, manage and deliver timely communication.
Requirements
  • Experience: Call Center, customer service, or supervisory experience required – 5 yrs.
  • Technical Skills: Experience working with operational/transactional systems related to contact center operations (Telephony, ERP, CRM, Websites).


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