Customer Experience Manager, Post-Issue

Bestow • Dallas, TX

1d • Hybrid

About The Position

The Customer Experience (CX) Manager, Post-Issue is responsible for overseeing the day-to-day operations of our contact center. This includes managing the team, ensuring customer and enterprise partner satisfaction, and optimizing team performance.

Requirements

• 3-5 years managing a call center team with high incoming call volumes, preferably on an omni-channel platform
• Proficient in defining and managing KPIs and SLAs (e.g. AHT, ASA, etc.) that drive a customer-facing service team, and are able to report and articulate trends and insights to drive improved performance
• Expertise in contact center operations, including call routing, queue management, and quality assurance processes
• 3-5 years managing a team including hiring, training, and developing staff, as well as setting goals and objectives
• Familiarity with contact center technology, such as customer relationship management (CRM) systems i.e. Salesforce, AWD, and automated call distribution (ACD) systems i.e. RingCentral, Nice InContact, Avaya, etc.
• Experience with payment processing systems and principles i.e. Stripe, Adyen, etc.
• Experience working with insurance or other institutional forms, including understanding their purpose and requirements.
• A strong understanding of ticketing support systems, such as JIRA, to track and manage customer inquiries and provide timely resolutions
• Demonstrated leadership skills, including the ability to motivate and inspire teams, make effective decisions, and solve problems.
• Excellent interpersonal skills and the ability to build trust and collaboration with a wide range of partners.
• Must be highly adaptable and capable of working efficiently in a fast-paced environment with evolving priorities
• Must be results-focused and a strong communicator who can foster positive relationships and drive collaboration across diverse teams and organizations
• Skilled in data analysis, with a solid understanding of Microsoft Excel or Google Sheets

Nice To Haves

• Experience working with digital signature capture technology i.e. Dropbox or HelloSign

Responsibilities

• Supervise the day-to-day activities of the contact center, ensuring optimal performance and effective processing across all communication channels.
• Monitor and manage handle times, talk times, and service levels at both the individual and team levels, ensuring that performance meets or exceeds established standards.
• Manage the CX team: Oversee the hiring, training, development, and the offering of mentorship and guidance to foster a high-performance team.
• Oversee processing of policy changes to ensure accuracy and completion
• Schedule and maintain shifts, lunches, breaks and the assigning of tasks as needed.
• Implement process improvements that reduce waste, minimize errors, and maximize productivity.
• Strive to exceed customer expectations in every aspect of service.
• Create a positive customer experience that drives customer satisfaction and loyalty.
• Monitor and share reports on customer satisfaction metrics.
• Research and resolve customer complaints and issues.
• Conduct regular quality assurance audits of customer interactions to identify areas for improvement and provide constructive feedback to staff.
• Ensure compliance with quality standards and regulations.
• Evaluate agent performance and provide feedback.
• Address employee concerns and issues.
• Work closely with cross-functional teams and external partners to streamline processes and improve efficiency.
• Collaborate with partners to guarantee that our performance meets or exceeds contractual requirements.

Benefits

• Competitive salary and equity based on role
• Policies and managers that support work/life balance, like our flexible paid time off and parental leave programs
• 100% paid-premium option for medical, dental, and vision insurance
• Lifestyle stipend to support your physical, emotional, and financial wellbeing
• Flexible work-from-home policy and open to remote
• Remote and WFH options, as well as a beautiful, state-of-the-art office in Dallas’ Deep Ellum, for those who prefer an office setting
• Employee-led diversity, equity, and inclusion initiatives

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed