Customer Experience Manager
hace 4 días
**About Us**
ContactPoint 360 Inc. is a global organization that offers innovative contact center solutions, prioritizing employee engagement and creating opportunities for growth through advanced Business Process Outsourcing (BPO) technologies.
We're Great Place to Work certified and proud of our award-winning culture, which values adding next-level talent to our operations as we continue to expand our work-from-home solutions and brick-and-mortar locations.
We trust and empower our team members to provide exceptional human experiences, believing in thinking and acting differently.
In this role, you'll have the opportunity to develop your skills and grow professionally, with a clear career path and a chance to thrive both personally and professionally.
Job Responsibilities:
- Manage and motivate account teams to achieve objectives and service levels defined by the account.
- Ensure calls are handled professionally and consistently meet key performance metrics.
- Achieve, measure, report, and communicate metric goal attainment for assigned teams.
- Communicate client and campaign issues effectively to Operations Managers.
- Achieve quality, AHT, CSAT, VOC, NPS, and call monitoring goals per week for assigned teams.
- Cultivate agent skills expansion and promotional opportunities.
- Maintain current employee records on direct reports.
- Provide Subject Matter Expertise and ensure training needs of subordinates are met.
- Modify operations as needed to meet service level agreements under Operations Manager supervision.
- Resolve escalated customer issues and hold regular team meetings with direct reports.
Qualifications:
- Up-to-date management skills and understanding of employee motivation.
- Knowledge of key performance indicators and ability to drive appropriate behavior.
- Strong oral and written communication skills and teamwork abilities.
- Effective leadership, coaching, and interpersonal skills.
- Good analytical, problem-solving, and work-under-pressure skills.
- Ability to coach and performance-manage agents.
- Willingness to take initiative and model behaviors for agents to follow.
- Adaptability in a changing environment.
- Ability to motivate and encourage agents.
- Maintenance of high customer service standards.
- Ability to work independently and collaboratively.
- Excellent listening and communication skills.
- At least 1 year of collections experience in a similar performance-managed environment.
- Proficiency in MS Excel and MS Word.
- Minimum 1 year of experience in a related field.
- Minimum 1 year of experience as a supervisor.
Location and Salary:
This full-time position is based in the Monterrey Metropolitan area, offering a salary range of $24,000.00 - $28,000.00 per month, with benefits including medical insurance, life insurance, and meal vouchers.
Bonuses and Compensation:
The role includes productivity bonuses.
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