Job: Customer Experience Manager

Jobing Description

Overview:

The Customer Experience Manager (CEM) will lead the site s customer experience focus with a strong emphasis on quality and first call resolution. The CEM will be responsible for the site s overall ability to understand, implement and maintain high standards of customer care.

Responsibilities:

Maintain ratio of quality agents to customer care agents to meet contract obligations

Client point of contact on all efforts related to the customer experience

Develop direct reports to support, assist and coach customer care agents

Perform quality audits and analyze shortcomings for process improvements

Conduct one on one coaching sessions with direct reports

Understand KPI goals and follow with RCA for any misses

Monitor sales performance daily

Implement fraud control processes

Insure that fraud cases are being effectively communicated to all involved parties

Attend new employee orientation classes to provide information as it relates to quality, sales and fraud

Develop action plans and communicate with the Program Managers and client all plans to elevate the customer s satisfaction levels

Administer disciplinary actions to reports and monitor their improvement

Administer soft skill training to new hire training classes

Recognize and understand trending related to low offer rates and close rates

Oversee investigations of all clients and internal discoveries of fraud

Work closely with fraud analyst to insure confidentiality at all levels of an investigation

Insure that side by sides are being conducted with designated agents

Maintain a positive attitude and support ACCENT s Commitment to Excellence

Perform other duties as assigned

Qualifications:

Minimum 2 years of supervisory experience

High school diploma required

Quality development experience preferred

Sales leadership experience preferred

Call center experience preferred

Bachelor s degree preferred

MS office experience required

Proficient in Microsoft Word, Excel, Microsoft Outlook

Demonstrated leadership abilities

Strong organizational and time management skills

Be a change agent

Proactive instead of reactive

Ability to clearly communicate all goals and directives

Aptitude for learning complication reporting mechanisms

Exemplary interpersonal skills

Strong work ethic

Desire to work through conflict in a positive manner

Ability to inspire and motivate others

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