The CX Support Operations Manager will be responsible for delivering exceptional service to both customers and employees through various touchpoints. They will lead a high-performing team of Customer Experience Specialists and Supervisors in day to day operations and long term strategy planning and vision. The responsibilities included in the role include but not limited to the following:

• Service Level delivery and attainment for multiple customer and employee facing support queues leveraging full Omni channel solutions over voice, SMS, chat and email.
• Leadership coaching and development for all staff
• Process Improvement: Look for ways to constantly improve the customer experience and streamline processes.
• Effectively communicate with leadership team, peers, and staff ensuring alignment on key initiatives and performance indicators.
• Assist in launch of all department initiatives including key partnerships, products and services.
• Identify problems and create resolutions, develop long term solutions and implement processes to prevent issues from reoccurring.
• Support team in handling escalated situations, effectively provide solutions to protect the company from a brand and financial risk standpoint.
• Work hand in hand with Senior Leadership team on trends related to CSAT, Brand Support and executive resolutions to improve experience.

Qualifications:

• 3-5 Years of Leadership Experience
• Strong in Microsoft Excel and other Microsoft suite products and software
• Experience working with BBB, Google Business, Social media support softwares and processes
• Experience working with escalated situations needing timely resolutions and decision making

Preferred Skills:

• Experience working with BPO’s or 3rd party staffing services
• Strong analytical skills
• High level communicator, ability to communicate with front line specialist and senior executives effectively
• Pest knowledge background
• Field routes data base knowledge
• Familiar with CCaaS and Call Center Operations

#INDCSS

Job Type: Full-time

Pay: From $75,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Orem, UT: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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