Customer Experience Manager

Summary

As the Customer Experience Manager, you will lead and oversee the call center operations at Athens Services, championing exceptional customer service and driving continuous improvement. In this role, you will mentor a team of supervisors, promote a collaborative and engaging work environment, and ensure a high standard of customer satisfaction. Key responsibilities include managing daily operations, implementing performance metrics, developing customer experience enhancement strategies, and handling escalated issues to achieve resolution. Additionally, you will identify training needs, conduct performance reviews, and drive process improvements by leveraging call center data

Job Description

Leadership & Team Management

• Recruit, lead, mentor, and develop a team of customer experience supervisors to achieve performance goals.
• Foster a positive work environment that encourages collaboration and high performance.

Employee Engagement

• Cultivate a culture of open communication, encouraging team members to share ideas and feedback.
• Organize team-building activities and recognition programs to boost morale and foster a strong sense of belonging.
• Develop team-building activities and recognition programs based on an allocated budget.

Operational Excellence

• Manage daily call center operations to ensure efficiency and prompt, high-quality customer service.
• Implement and monitor performance metrics to track team productivity and maintain high customer satisfaction.

Customer Experience Advocacy

• Develop and execute white-glove service strategies to enhance the overall customer experience.
• Handle escalated customer issues promptly, ensuring customer satisfaction and effective resolution.
• Identify and proactively understand customer pain points to prevent escalations

Training & Development

• Identify training needs and implement programs to enhance staff skills and knowledge.
• Conduct regular performance reviews and provide constructive feedback.

Process Improvement

• Analyze call center data to identify trends and areas for improvement.
• Collaborate with other departments, including Customer Experience Excellence Manager, to streamline processes and enhance service delivery.

Reporting & Analysis

• Prepare regular reports on call center performance, customer feedback, and key service metrics for senior management.
• Leverage data analytics to make informed decisions and strategic recommendations.

Required Qualifications

• Bachelor’s degree in business administration, Customer Service Management, or a related field. Additional certifications or advanced degrees in relevant disciplines may also be advantageous.
• Operations Excellence, Six Sigma, Lean background with experience in completing projects using continuous improvement methodology.

• 5 years of experience in customer service management.
• Demonstrated success in implementing customer service strategies and enhancing service quality.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and interpersonal abilities, with a collaborative, cross-departmental approach.

Preferred Qualifications

• Bilingual English / Spanish
• Bachelor degree in Communications or any other related field.
• Work experience in the waste or transportation industry.

Physical/Environmental Demands:

• Physical:
  • Sitting, seeing, hearing, speaking & smelling continuously.
  • Problem solving, oral/written communication, analytical ability, calculating, concentration, & interpersonal abilities continuously.
  • Eye/hand coordination, fingering (typing), handling, & wrist motion continuously.
  • Standing & walking frequently.
  • Bending, reaching, and stretching occasionally.
• Environmental:
  • Exposure to dust, smoke, fumes, odors, & noise occasionally.
  • Exposure to grease, oil, chemicals, & wet conditions occasionally.
  • Works inside only. Position considered office only.

Salary: $80,000 - $120,000/year

Benefits: