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- Contact Center Manager
- Contact Center System Manager
- Customer Contact Center Team Leader
- Customer Contact
- Manager Contact Center
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Contact Center Customer Experience Manager
Company | HomeSafe Alliance |
Address | Arlington, VA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Armed Forces |
Expires | 2023-06-28 |
Posted at | 11 months ago |
Title
- Perform other duties as assigned
- Recognizes and recommends operational improvements.
- Resolve complex problems and communicate solutions or requested information to the customer.
- In partnership with the Director of Customer Experience, will assist in implementing changes required to improve the effectiveness of Customer Service procedures, processes, systems, and capabilities.
- Leading a Customer Services team to deliver superior customer service, by satisfying key requirements of customers and key company stakeholders.
- Provides direction, guidance, and professional development to direct reports.
- Tracks progress, monitors team members' tasks, and ensures deadlines are met.
- Ensure a complete and accurate record of all contacts, both internally and externally, is maintained in the relevant systems.
- Be the “first face” of HomeSafe overseeing the day-to-day contact center operations: inbound calls/chat/email from customers, internal colleagues, and external partners.
- Coordinates work activities to achieve the expected operational goals.
- Plans, directs, supervises, and evaluates workflow.
- Provide leadership and coaching to assure that all employees succeed in meeting individual / team performance goals. (SLA’s, AHT, conduct 1:1, and team meeting cadences)
- Attend and participate in all team meetings.
- May lead and train other customer service support staff.
- Continually maintain a working knowledge of all services and requirements for processing customer orders.
- Serving as a subject matter expert, ensuring the voice of the customer is represented during prioritization and building of strategies identified through journey mapping.
- Experience managing direct reports in a multi-channel remote contact center environment.
- Ability to manage difficult customers and staff positions and be able to solve problems.
- Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem solving.
- Able to learn modern technologies quickly and adapt to change.
- Strong and effective organizational, multi-tasking, and prioritizing skills.
- Excellent written & verbal communication skills, patience, and empathy.
- Demonstrates an elevated level of people skills, skilled at relationship building.
- Experience using a CRM, preferred NICE CXone
- 5 years progressive customer service experience, preferred contact center
- Leadership skills to manage and drive solutions; must be able to deliver sustainable results.
- Military move and/or relocation industry experience preferred.
- Bachelor’s degree or equivalent experience in lieu of degree
- Manage multiple priorities, with the ability to work in a demanding environment.
- Bilingual
- Experience using NICE CXone
- Prior military move management experience.
- Schedule flexibility: Customer Care will operate 24 hours a day, 365 days per year, with multiple work shifts needed to include night and weekends.
- Medical, Dental and Vision Insurance.
- Teladoc Medical Experts, second opinion program
- Employee Support program
- Health and Wellness Programs
- Family Support: Bright Horizons, child and elder care services
- Paid time off (PTO) Three weeks of PTO for newly hired employees
- TRICARE Supplement Plan
- And more!
- Travel Accident & Medical
- 401(k)
- Disability, Life and AD&D insurance
- Voluntary Benefit Plans
- Health and Wellness Programs
- 401(k)
- Medical, Dental and Vision Insurance.
- Teladoc Medical Experts, second opinion program
- Paid time off (PTO) Three weeks of PTO for newly hired employees
- Employee Support program
- Voluntary Benefit Plans
- Travel Accident & Medical
- And more!
- TRICARE Supplement Plan
- Family Support: Bright Horizons, child and elder care services
- Disability, Life and AD&D insurance
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