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Senior Customer Experience Manager
hace 3 semanas
Job Summary:
The Senior Customer Experience Manager will play a critical role in ensuring exceptional customer satisfaction and productivity for Auxis clients. This key position requires a professional who can provide top-notch business and customer service support, both individually and as part of a project team.
About the Role:
The Senior Customer Experience Manager will be the primary customer interface for trouble calls and will provide support, direction, monitoring, and coaching to assigned agents in all areas of job performance. Key responsibilities include:
- Team Management: Manage team productivity and utilization-focused on Client-Specific KPIs and Goals set by AUXIS Management.
- Process Improvement: Design and implement process improvements to enhance workflow efficiency and meet customer service goals.
- Administration: Support the administration of management tasks associated with payroll, separations, Leaves of Absence (LOA), Short Term Disability (STD), and on-boarding of new hires.
- Mentorship: Assign mentors to new hires and monitor the progress of both mentors and mentees.
- Quality Evaluations: Perform quality evaluations per agent (5 calls per month).
- Talent Assessment: Assess team talent, identifying stronger and weaker performers, and create Performance Improvement Plans (PIPs) as needed.
Requirements:
To succeed in this role, you will need:
- Leadership Skills: Proven ability to lead through change, develop team members, and manage conflict.
- Communication Skills: Effective oral and written communication skills, with the ability to interact effectively with customers and employees at all levels.
- Problem-Solving Skills: Demonstrated ability to link specific activities to desired results and use analysis, judgment, and logic when solving problems and making decisions.
- Language Skills: English - Spanish Language (Oral and writing 90% or higher), (C1 or above).
About Auxis:
Auxis prioritizes employee growth and development to help you advance your career. Our culture empowers you to be your best in the interest of a common team goal. We offer:
- Benefits: Health benefits including medical, vision, and dental, transportation subsidy, Asociacion Solidarista, training and development programs, employee recognition program, paid time off and family-paid leave, and paid day off for your birthday.
Culture:
We strive to improve our culture and environment, investing in tools to visualize the pulse of our organization. Join us and take advantage of our commitment to employee growth and development.
