Duties and Responsibilities
Plans, manages, and governs the consistent delivery and execution of the desired or intended customer experience. This includes planning and designing the Customer Experience Team support across multiple channels including call centers. Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.
Builds and manages a customer experience team to support all departments and business units across multiple channels, including phones, web and social media.
Works with key stakeholders in developing corporate customer experience standards and tracking key performance indicators related to the customer experience standards.
Determines call center operational strategies by conducting needs assessments and cost/benefit analyses; identifying, evaluating and implementing state-of-the-art technologies; defining user requirements; establishing technical specifications, productivity, quality and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Maintains call center operations by monitoring system performance; identifying and resolving problems, preparing and completing action plans; completing system audits and analyses; managing systems and quality assurance; installing upgrade; develop and execute a customer experience training curriculum.
Performs other duties as assigned by management.
Participates in civic, community, and networking events for the purpose of cultivating productive relationships for **MEMBERS ONLY**SIGN UP NOW***..
Necessary Skills and Attributes
Bachelor’s degree in Business or relatedfield, preferred
3-5 years’ call center management experience withknowledge in structure and design
3-5 years’ experience working in marketing,product or project related roles in a financial services environment, desired
Excellent project management, decision-makingorganization, and multitasking skills
Hold detailed understanding of customercentric design and change execution
Excellent verbal and written communicationskills
Highly effective listening skills with theability to analyze the situation and draw appropriate conclusions to understandthe needs of the customer
Proficient in Microsoft Office (Outlook,Word, Excel, PowerPoint)
-Commensurate with Experience