Customer Experience Manager
hace 1 semana
About Exela
Exela Technologies is a leader in business process automation, leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality, productivity, and end-user experience. With decades of expertise operating mission-critical processes, Exela serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune 100. With foundational technologies spanning information management, workflow automation, and integrated communications, Exela's software and services include multi-industry department solution suites addressing finance & accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and public sectors.
Health & Wellness
We offer comprehensive health and wellness plans, including medical, dental, and vision coverage for eligible employees and family members; paid time off; and commuter benefits. In addition, supplemental income protection, including short-term insurance coverage, is available. We also offer a 401(k)-retirement savings plan to assist eligible employees in saving for their retirement. Participants are provided access to financial wellness resources and retirement planning services.
Military Hiring:
Exela seeks job applicants from all walks of life and backgrounds, including those who are transitioning military members, veterans, reservists, National Guard members, military spouses, and their family members. Individuals will be considered regardless of their military rank or specialty.
Job Description
Customer Experience Manager San Francisco
Exela Enterprise Solutions is seeking a high-energy individual to fill a Customer Experience Manager I position in San Francisco, CA.
In addition to being organized and able to multitask, this role requires a go-getter with a positive attitude who is excited to work with the leading provider of innovative, cloud-based solutions in the document outsourcing industry.
A Customer Experience Manager's daily tasks will involve:
- Coordinate workflow within the team, including prioritizing jobs and delegating duties to associates while providing a productive and motivating working environment.
- Administrative - Perform administrative tasks, provide volumes/billing inputs to one-up Manager, and other assigned duties in a timely manner. Ensure adherence to company policies and guidelines, safety & security procedures.
- Quality/Workflow compliance - demonstrate commitment and enthusiasm and utilization of quality tools to drive SLA attainment and exceed client expectations. Ensure service levels are clearly communicated and understood. Develop a deep bench of talent by focusing on performance management and succession planning.
- Coaching & counseling - create a positive atmosphere of professionalism and support. Provide honest and timely verbal and written feedback to employees; address performance issues with directness and sensitivity with guidance from manager and human resources.
- Personnel Management - Performs all functions in HR Access to include time and payroll authorization. Duties also include acquiring top talent through direct involvement in the interview, hiring, and on-boarding process; termination authorization, annual reviews, and merit increase actions, with approval from HR and/or one-up manager.
- Utilizes technology to perform tasks efficiently and demonstrates the ability to communicate effectively both orally and written.
- Position may require Site Supervisor to perform site activities due to unanticipated volume increases, staffing coverage issues, and/or special project needs requested by clients.
- Track required metrics to measure success and develop strategies to improve the experience that we deliver to our customers.
- Serve as central point-of-contact to local customer management and other leadership partners.
Skills and requirements:
- You need great people skills, patience, and the ability to multitask to be good at this job.
- Proven leadership experience required.
- Minimum of 2 years supervisory experience.
- Minimum of 3 years customer service experience.
- Effective customer relationship building skills, and uses creative solutions to exceed customer expectations.
- Demonstrates good judgment under pressure, and works well in a multi-tasking environment.
- Effective written and verbal communication skills; proven analytical skills.
- Solid, basic mathematical skills required.
- Excellent planning, prioritization, and organizational skills.
- Proven experience in high volume/fast-paced environments.
- Computer proficiency in email environments, MS Word/Excel or similar programs.
- High School Diploma required.
- Lifting up to a maximum of 55lbs. or the maximum allowed by current State law with or without accommodations.
- Ability to stand, sit, and/or walk for long periods of time with or without accommodations.
- Must have a valid driver's license.
Preferred Qualifications:
- Undergraduate degree preferred or equivalent work experience.
The pay range for this position starts at $76,000-$81,000; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.
LI-Onsite
EEO Statement:
Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Exela recruiters or representatives will only contact you from emails ending with @exela.com, @exela.co.uk, or @exela.io. We would never ask you for payment or ask you to deposit a check into your personal bank account during the recruitment process.
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