Senior Customer Experience Manager
1 week ago
MassMarkets is seeking a seasoned Senior Customer Experience Manager to lead our customer service team. As a key member of our operations department, you will be responsible for delivering exceptional customer experiences across all touchpoints and driving business growth through data-driven decision making.
In this role, you will oversee the activities of 5-10 supervisors and ensure that they are equipped with the necessary tools and resources to achieve their goals. You will work closely with the site director and client account managers to develop and implement strategies that improve customer satisfaction and drive business results.
The ideal candidate will have a strong background in customer service management, with experience in leading high-performing teams and driving business results through data-driven decision making.
Key Responsibilities:
- Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives.
- Responsible for coaching and developing reports on customer service processes and best practices.
- Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously.
- Drive a culture of accountability, continuous improvement, and personal excellence.
Requirements:
* Must be 18 years of age or older.
* High school diploma or equivalent required; bachelor's degree preferred.
* 3+ years of experience in customer service management, preferably in a call center environment.
* Excellent organizational, written, and oral communication skills.
* Ability to read and speak English fluently.
Compensation:
* Competitive salary range: $55,000 - $80,000 per year.
* Comprehensive benefits package, including medical, dental, and vision coverage.
* Paid time off and holidays.
* Opportunities for professional growth and development.
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