Client Experience Manager
Há 1 mês
OBJECTIVE
The Client Experience Manager is responsible of overseeing the daily operations of the Client Experience (CX) departments locally to execute a best-in-class service experience for our Customers and Distributors.
RESPONSIBILITIES
- Manage (define, measure, analyze, improve and control) the daily front-office and back-office workflows of the CX departments to ensure service level agreements (SLA’s) are met.
- Manage performance of CX staff and provide constructive and timely performance evaluations.
- Collaborate with WFM and HR teams to calculate and maintain required staffing levels.
- Collaborate with the Training and Quality Assurance team to design and deploy comprehensive programs for onboarding and enhancing the skills of both new recruits and seasoned staff.
- Implement and lead an ongoing employee motivation and engagement plan that conveys the values and culture of Hy Cite while making a great employee experience.
- Lead by the example and handle discipline and termination of employees in accordance with company policy.
- Demonstrate a strong command of the technology tools and systems available to the department to streamline processes and enhance efficiency.
- Evaluate, develop, implement and execute operating policies and procedures to elevate the service experience in alignment with our premium brand positioning, utilizing the RBI (Rapid Business Improvement) methodology for continuous enhancement.
- Resolve client issues that are escalated quickly and efficiently with a white-glove service approach through effective communication with customers, distributors, and other departments.
- Actively participate in and facilitate distributor events as necessary.
- Methodically record, assess, and analyze client feedback, employing the Plan-Do-Check-Act approach for continuous improvement initiatives.
- Draft, implement and control the department’s budget.
- Understand and adhere to legal/compliance standards included in corporate policies and accept ownership for accomplishing existing tasks that fulfill legal/compliance requirements. Report compliance violations when identified.
REQUIRED DEGREE: Bachelor degree from an accredited 4 year org/university. A master’s degree in business administration or a related field is highly desirable.
EXPERIENCE: 5 to 10 years of exp. Previous experience in Customer Service/Success operations is essential.
SKILLS AND KNOWLEDGE:
- Fluency in Portuguese, Spanish and English is a mandatory requirement.
- Excellent verbal, written and interpersonal communication skills including active listening.
- Outstanding multi-cultural customer service skills, empathy, and dedication to providing an exceptional customer experience.
- Proficient in Microsoft Office suite and related software. PowerBI is a plus.
- Technology skills, omnichannel contact center and customer (CRM, ticketing, etc.) software management
- Quality Assurance and WFM.
- Thorough understanding of customers, products, services, policies, and procedures of the department.
- Organized with attention to detail.
- Excellent analytical, logical thinking, and problem-solving skills.
- Business process improvement.
- Must be able to effectively deal with people at all levels inside and outside of the Company.
- Ability to coach and mentor customer service staff.
- Conflict and change management.
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