Customer Experience Manager
hace 3 semanas
Are you a results-driven leader with experience in managing teams and driving exceptional customer experiences?
We're seeking a seasoned Customer Experience Manager to lead our team of customer service representatives.
About the Role:
This is a full-time position that offers a competitive salary of $85,000 - $110,000 per year, depending on location and experience.
Responsibilities:
- Coordinate day-to-day operations and administer company policies and procedures through subordinate exempt and non-exempt staff.
- Assign work, monitor, and review progress and accuracy of work, company-required training, timecard approval for payroll, directing efforts and providing technical guidance on complex issues.
- Provide input on personnel actions (e.g. staffing, terminations, objective setting, performance and salary reviews, disciplinary actions, and scheduling).
- Respond to escalated Sales or Client issues.
- Oversee daily workflow, assess available resources, determine work allocations, and make employee work assignments.
- Collaborate with management and staff to develop and administer employee work schedules.
- Develop, coach, and motivate staff to achieve departmental goals.
- Guide employees when responding to changing business conditions.
- Monitor personnel performance metrics.
- Organize and facilitate staff meetings regarding team performance, recognition, and information exchange.
- To participate in the Selection Process for new talent (interviews for new hires mainly).
- Continuously advocate for process improvement, automation initiatives, enhanced controls, and process standardization.
- Be comfortable creating strong relationships with internal and external clients, executives, and teams that use Experian solutions.
- Ability to work cross-functionally and build relationships with teams.
- Positively represent the company in a professional manner always.
Requirements:
- Strong knowledge of B2B operations.
- Strong and proven leadership skills.
- Good coaching and developmental skills.
- Strong change management skills.
- AA /AS degree or equivalent experience.
- 2-4 years of leadership experience.
- Must be fluent in English.
- Passion for driving results and ensuring client satisfaction.
- Good organizational, outstanding collaboration, and time management skills.
- Able to perform job functions with minimum supervision.
- Experience managing teams and developing resources.
About Us:
Experian is the world's leading global information services company, empowering consumers and businesses to manage their data with confidence. We help individuals take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.
Our benefits include medical, life, and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.
We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we've been named in the 100 World's Most Innovative Companies by Forbes Magazine. With a focus on our employees, we have been certified for the third time as Great Place To Work (GPTW).
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