What are the responsibilities and job description for the Customer Experience Manager position at Wecom, Inc?
Customer Experience Manager (CX)
Location: Phoenix, AZ
Job Summary:
The Manager of Customer Experience and Contact Center at Wecom Fiber is a strategic leadership role responsible for driving exceptional customer experiences, overseeing quality control for contact center agents, and managing the overall contact center operations. This position plays a key role in enhancing customer satisfaction, loyalty, and engagement through effective customer service strategies, while also sourcing technologies for tracking calls, appointments, troubleshooting, and billing.
Key Responsibilities:
- Develop and execute the customer experience strategy to drive customer satisfaction, loyalty, and retention.
- Lead the customer experience team in fostering a customer-centric culture and mindset within the organization.
- Implement customer journey mapping to identify pain points and opportunities for improvement in service delivery.
- Establish key performance indicators (KPIs) and metrics to measure customer experience success and drive continuous improvement.
- Utilize customer feedback, surveys, and insights to gather feedback and drive actionable insights for service enhancements.
- Implement training programs and resources to support frontline staff in delivering exceptional customer service.
- Oversee quality control for contact center agents, ensuring service excellence and adherence to established standards.
- Manage the overall contact center operations, including call monitoring, escalation handling, and customer issue resolution.
- Lead and mentor contact center managers who listen on calls, providing guidance and feedback to enhance agent performance.
- Source technologies for tracking calls, installation appointments, troubleshooting, and billing, ensuring efficient and effective contact center operations.
- Collaborate with IT and Operations teams to implement and optimize contact center technologies and systems.
Qualifications:
- Bachelor's or Master's degree in Business Administration, Customer Experience, or related field.
- Proven experience in a leadership role within customer experience, contact center management, or related fields.
- Strong understanding of customer experience principles, contact center operations, and quality control measures.
- Excellent communication skills, with the ability to engage with internal teams, customers, and stakeholders effectively.
- Data-driven mindset with the ability to analyze customer data, feedback, and performance metrics to drive decision-making.
- Strategic thinking, problem-solving abilities, and a results-driven approach to customer experience and contact center management.
- Experience in sourcing and implementing technologies for tracking calls, appointments, troubleshooting, and billing in a customer service setting.
- Familiarity with contact center software, customer relationship management (CRM) systems, and quality monitoring tools.
NOTE:
Wecom (and its subsidiaries) complies with all Equal Employment Opportunity (EEO). Wecom does not discriminate on the basis of age, race, sex, religion, color, national origin, marital status, genetic information, sexual orientation, gender identity and expression, disability, veteran status, pregnancy status or other status protected by law.
Company benefits subject to change. www.wecominc.com
