Customer Experience Manager

The position of Customer Experience Manager will have a primary responsibility for the success of the Customer Experience department within the verifications line of business. This responsibility includes oversight of day-to-day operations, strategic execution, and meeting or exceeding company goals. This position will focus on achieving service levels, streamlining the customer experience across all communication channels, providing exceptional customer service, and ensuring the team is maximizing efficiency. The person in this position must be able to manage daily operations while still understanding the company vision and support the overall strategy via special initiatives.

Essential Duties and Responsibilities

• Develops a deep understanding of business processes; specifically, how T&C delivers value to our clients and verifiers and ensures that same knowledge is disseminated throughout the Customer Experience team
• Defines team expectations and KPIs and while creating and upholding procedures for holding individuals accountable for meeting expectations
• Maintains personal accountability for team performance as it relates to achieving or exceeding KPI targets
• Regularly reviews call center data, draws meaningful insights, and makes data-driven recommendations for how to improve team performance and optimize call center volume to scale with the growing business
• Regularly reviews volume and service level data to make data driven recommendations for headcount requirements, demonstrating a balance between maintaining service and managing company costs
• Handles call escalations professionally while demonstrating deep understanding of business processes and makes recommendations to improve processes based on patterns in escalated calls
• Attracts, develops, and retains top talent on Customer Experience team
• Acts as the Subject Matter Expert and vendor liaison for call center software, staying on top of product updates and making data-driven recommendations for adding or retiring select modules
• Achieves or exceeds CSAT goal via regular monitoring, researching poor reviews, and coaching team on controllable opportunities to improve customer satisfaction
• Executes on department strategy to improve overall performance in alignment with greater company initiatives and goals
• Other duties as required

Requirements and Qualifications

• Bachelor's degree required
• 5+ years customer service experience
• 2+ years of leadership experience
• Equivalent combination of education and experience will be considered
• Strong written and oral communication skills
• Highly organized and attentive to detail
• A well-rounded team player who takes ownership of (and pride in) your work
• Ability to change focus quickly without negatively affecting work quality or productivity
• High level of urgency and efficiency with each task assigned
• Able to take initiative and work independently with little supervision
• Handle sensitive and confidential information appropriately
• Proficient with T&C internal systems including Talkdesk, Zendesk and Wage App, preferred
• Must be proficient in MS Word, MS Excel, Outlook, Internet
• Champion for operational improvements and change management
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Special Considerations and Prerequisites

• Must be able to thrive in a dynamic work environment
• Work well with varying levels of internal management staff while maintaining positive working relationships with clients, peers and other team members.
• Must be reliable, excellent punctuality and attendance required
• Ability to handle pressure and work with stressful situations to achieve desired business results

Current Openings for Customer Experience Manager Jobs at Thomas and Company