Are you a proven leader passionate about driving exceptional customer experiences and developing high-performing teams We are seeking a dedicated and analytical Senior Customer Experience Manager to oversee our CE Team Leads, maintain high Customer Experience (CE) standards, and drive operational excellence. This role is critical in shaping our service quality, managing client relationships, and supporting a large frontline workforce (over 1000 FTEs).
Key Responsibilities:
- Team Leadership & Development: Oversee CE Team Leads, providing consistent coaching, creating customized development plans, and reinforcing team strengths. Properly document progress and development.
- Operational Excellence: Actively participate in internal and external meetings (WBR, MBR, QBR, YBR, etc.) to analyze trends, drive process innovation, and provide recommendations for quality improvements.
- Client & Stakeholder Management: Serve as the primary point of contact for client communication, aligning Quality Assurance and business strategies. Encourage and facilitate collaboration with other departments to support company and business strategies.
- Quality & Compliance: Oversee the usage and self-training for the Verint tool, ensuring updated data compliance with client SOW recording percentages.
- Workforce Planning: Collaborate with Operations and Workforce Management to determine FTE forecasts, manage headcount requisition, and ensure adherence to support-to-agent ratios.
- Administrative & Morale: Perform administrative tasks (e.g., payroll, status changes) and actively manage departmental morale by scheduling regular group discussions to address team needs and concerns.
Required Qualifications:
Technical Skills:
- Proficiency with MS Office applications (MS Word, Excel, etc.).
- Knowledge of Business Process Improvement frameworks such as Six Sigma, COPC, ISO, and Project Management skills.
Non-Technical Skills & Experience:
- Bachelor's degree (Math, Statistics, or MIS preferred).
- At least 6 years of working experience in a call center, with a minimum of 5 years within the quality space and 3 years as a manager with impeccable performance. Coaching experience is an additional requirement for external candidates.
- Strong Analytical skills, problem-solving, and decision-making abilities.
- Excellent oral and written communication skills and active listening skills.
- Ability to be adaptive to changing work schedules.
- Proven ability to operate with minimal supervision and good multi-tasking skills.
- Excellent supervisory and management skills.
Ready to lead the future of Customer Experience Apply today!
