Consumer Relations Manager
About The Position
Join our dynamic team as a Contact Center Manager, where your leadership will enhance consumer experiences and drive operational excellence! In this key role, you will oversee daily operations to ensure exceptional service aligned with our brand needs. Responsibilities include managing staff, monitoring contact volume, and fostering a positive work environment. You'll track performance metrics, analyze data, and implement quality assurance programs to boost consumer satisfaction. Additionally, you will oversee scheduling, training development, and advisor performance assessments while managing the budget. Your focus on continuous process improvement will support effective service delivery, with preparation of performance reports for senior management and collaboration with other departments.
Requirements
- 3+ years of relevant experience in similar positions.
- Advanced proficiency in English (spoken and written) is required.
Nice To Haves
- Proficient in selecting and utilizing digital tools effectively to achieve goals.
- Demonstrated ability to enhance operational performance through user experience, knowledge management, KPIs, data analytics, and vendor management.
- Experienced in continuous improvement methodologies, collaborating with various business units such as accounts payable and master data management.
- Skilled in developing strategies and content that enhance consumer interactions, creating engaging experiences that address inquiries and influence purchasing decisions.
- Strong ability to build relationships with internal teams and external partners to deliver exceptional consumer experiences and leverage insights from research.
- Ensure consumer handling processes meet quality and regulatory standards, protecting both consumers and the brand while maintaining performance metrics.
- Proficient in employing research methodologies to identify consumer problems and design experiments that inform decision-making.
- Understanding of how to develop and enhance brand equity through strategic choices that resonate with consumers and define brand identity.
Responsibilities
- Oversee daily operations to ensure exceptional service aligned with our brand needs
- Manage staff
- Monitor contact volume
- Foster a positive work environment
- Track performance metrics
- Analyze data
- Implement quality assurance programs to boost consumer satisfaction
- Oversee scheduling
- Oversee training development
- Oversee advisor performance assessments
- Manage the budget
- Focus on continuous process improvement to support effective service delivery
- Prepare performance reports for senior management
- Collaborate with other departments
Benefits
- Responsibilities from Day 1, allowing you to take ownership of your projects
- Continuous mentorship from passionate colleagues and formal training opportunities
- A dynamic and supportive work environment that promotes agility and work/life balance
- Flexibility in arranging your work schedule based on personal needs
- A competitive salary and benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
