Customer Experience Call Center Leadership Role
6 days ago
The Thomas and Company Customer Experience Call Center Manager plays a pivotal role in ensuring the success of our verifications line of business. This key position oversees daily operations, strategic execution, and meets/exceeds company goals by achieving service levels, streamlining customer experiences, providing exceptional service, and maximizing efficiency.
Job Description:This leadership role involves managing day-to-day tasks while understanding our company vision and supporting overall strategy via special initiatives.
- Key Responsibilities:
- Develop a deep understanding of business processes, ensuring seamless delivery of value to clients and verifiers, and disseminating this knowledge throughout the Customer Experience team.
- Define team expectations, KPIs, and procedures for holding individuals accountable for meeting expectations.
- Maintain personal accountability for team performance in relation to achieving or exceeding KPI targets.
- Regularly review call center data, draw meaningful insights, and make data-driven recommendations to improve team performance and optimize call center volume.
- Review volume and service level data to make informed decisions about headcount and scheduling requirements, balancing service and cost management.
- Handle call escalations professionally, demonstrating a deep understanding of business processes, and make recommendations to improve processes based on patterns in escalated calls.
- Achieve or exceed CSAT goals through regular monitoring, researching poor reviews, and coaching team members on controllable opportunities to improve customer satisfaction.
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