Personalization Strategy Lead
Concord
Cloud
Customer Experience Manager – Post-Issue
Bestow
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $100,000 - $115,000 per year
Job Level
Mid-LevelSenior
About the role
- Supervise the day-to-day activities of the contact center, ensuring optimal performance and effective processing across all communication channels.
- Monitor and manage handle times, talk times, and service levels at both the individual and team levels, ensuring that performance meets or exceeds established standards.
- Manage the CX team: Oversee the hiring, training, development, and the offering of mentorship and guidance to foster a high-performance team.
- Oversee processing of policy changes to ensure accuracy and completion
- Schedule and maintain shifts, lunches, breaks and the assigning of tasks as needed.
- Implement process improvements that reduce waste, minimize errors, and maximize productivity.
- Strive to exceed customer expectations in every aspect of service.
- Create a positive customer experience that drives customer satisfaction and loyalty.
- Monitor and share reports on customer satisfaction metrics.
- Research and resolve customer complaints and issues.
- Conduct regular quality assurance audits of customer interactions to identify areas for improvement and provide constructive feedback to staff.
- Ensure compliance with quality standards and regulations.
- Evaluate agent performance and provide feedback.
- Address employee concerns and issues.
- Work closely with cross-functional teams and external partners to streamline processes and improve efficiency.
- Collaborate with partners to guarantee that our performance meets or exceeds contractual requirements.
Requirements
- 3-5 years managing a call center team with high incoming call volumes, preferably on an omni-channel platform
- Proficient in defining and managing KPIs and SLAs (e.g. AHT, ASA, etc.) that drive a customer-facing service team, and are able to report and articulate trends and insights to drive improved performance
- Expertise in contact center operations, including call routing, queue management, and quality assurance processes
- 3-5 years managing a team including hiring, training, and developing staff, as well as setting goals and objectives
- Familiarity with contact center technology, such as customer relationship management (CRM) systems i.e. Salesforce, AWD, and automated call distribution (ACD) systems i.e. RingCentral, Nice InContact, Avaya, etc.
- Experience with payment processing systems and principles i.e. Stripe, Adyen, etc.
- Experience working with insurance or other institutional forms, including understanding their purpose and requirements.
- A strong understanding of ticketing support systems, such as JIRA, to track and manage customer inquiries and provide timely resolutions
- Demonstrated leadership skills, including the ability to motivate and inspire teams, make effective decisions, and solve problems.
- Excellent interpersonal skills and the ability to build trust and collaboration with a wide range of partners.
- Must be highly adaptable and capable of working efficiently in a fast-paced environment with evolving priorities
- Must be results-focused and a strong communicator who can foster positive relationships and drive collaboration across diverse teams and organizations
- Skilled in data analysis, with a solid understanding of Microsoft Excel or Google Sheets
- Experience working with digital signature capture technology i.e. Dropbox or HelloSign
Benefits
- Competitive salary and equity based on role
- Policies and managers that support work/life balance, like our flexible paid time off and parental leave programs
- 100% paid-premium option for medical, dental, and vision insurance
- Lifestyle stipend to support your physical, emotional, and financial wellbeing
- Flexible work-from-home policy and open to remote
- Remote and WFH options, as well as a beautiful, state-of-the-art office in Dallas’ Deep Ellum, for those who prefer an office setting
- Employee-led diversity, equity, and inclusion initiatives
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
KPI managementSLA managementcall routingqueue managementquality assurancedata analysispayment processingticketing support systemscustomer relationship managementcontact center operations
Soft skills
leadershipinterpersonal skillsadaptabilityresults-focusedcommunicationproblem-solvingteam motivationcollaborationtrust-buildingdecision-making
