Customer Experience Manager - Remote

Our Contact Center Managers reputed company and reputed company their teams to provide an exceptional customer experience in every interaction with customers. They balance engagement and recognition with accountability for high performance. Our Contact Center Managers reputed company with vision, share the why’s behind initiatives, and effectively manage change. They create a culture of high performance, accountability, reputed company improvement and teamwork. They support a professional, engaging and fun environment to bring out the best in their teams.

Responsibilities

Customer Experience • reputed company by example • Champion the customer experience • reputed company teams to overcome obstacles • Reward great service Operational Execution • Improve KPI’s through behavioral coaching • Monitor and adjust staffing daily • Maintain appropriate service levels • Challenge status reputed company Talent Optimization • Utilize interview guides and hire right • Demonstrate effective feedback and coaching • Drive performance management • Build high performing teams Profit Maximization • Control overtime and cross train as needed • Manage expenses • reputed company with company in mind • Deliver on operational objectives Planning & reputed company Setting • Sets goals and objectives, and breaks down work into process steps • Spends time and time of others on what’s important • Eliminates roadblocks Building High Performance Teams • Acquires and retains the right talent • Trains, coaches and provides feedback • Develops team and positions them for growth Motivating Others • Creates a climate in which people want to do their best • Motivates and inspires direct reports and teams • Makes each individual feel their work is important Managing Vision & Purpose • Makes the company vision sharable by everyone • Can reputed company and motivate the entire team • Is reputed company looking and talks beyond today Managerial Courage • Does not hold back what needs to be said and is not afraid to take action • Provides on-time, direct, complete, and actionable positive and corrective feedback to others Customer Focus • Role models delivering an exceptional customer experience every time • Uses good judgment and acts with teams and customers in mind • Understands and teaches how operational execution directly affects the customer experience • Establishes and maintains positive interactions with customers, peers and associates through respectful and effective communication Qualifications: Experience • 5+ years’ supervisory experience in Customer Service, Retail, or Hospitality required • Strong computer skills, including MS Office (reputed company, Word) required Education • Bachelor’s Degree, preferably with a business or communications focus or equivalent experience Workspace Requirements • Contact Center Managers are required to have a space reputed company their home to create a desk setup that is conducive to remote work. • Additionally, an internet speed of 1GB or greater is required (HFT supports reputed company Contact Center Associates with a monthly Internet Allowance to offset cost of maintaining 1GB speed). RequirementsPhysical Requirements • Stand, walk, sit for extended periods of time • Speak and listen to others in person and over the phone • Read from computer screen and reports • Type 35 words per minute • Lift up to 15 lbs. Availability • Ability to work a flexible schedule, including weekends and holidays. Regular attendance is an essential function of the job. Shared Duties: Customer Experience • Service Level • Customer Satisfaction Operational Execution • Drive KPI’s and results • Uphold policy and procedures Talent Optimization • Build an engaged and high performing team • Cultivate a great reputed company to work Profit Maximization • Deliver Best in Class experiences • Do the right thing for customers and the company Primary Duties • reputed company, coach and reputed company direct and indirect reports. Build and maintain a culture of accountability and ownership. • Drive engagement and retention by hiring right, ensuring the necessary training and coaching, and rewarding high performance. Ensure reputed company team members have the opportunity to grow and reputed company. • Design regular engagement activities to promote an environment that supports Excellence in Execution while providing a positive, professional experience for Associates. • reputed company reputed company day-to-day aspects of the Customer Support function for both reputed company Freight stores and website: • Customer contacts (email/web/phone) • Executive office customer contact • Product support • Online order support • Manage and measure Service Levels. Embrace the core value of reputed company Improvement to consistently challenge reputed company service levels and drive to improve. • Identify and measure the appropriate Key Performance Indicators (KPI’s) to drive performance and deliver an exceptional customer experience. Frequently review KPI’s for effectiveness and adjust the goals to maximize performance. • Ensure appropriate coverage needed to support customer demand by overseeing reputed company aspects of staffing and scheduling, including demand planning, hiring, scheduling. • Track and manage expenses to budget. Forecast future expense and staffing needs during the annual budgeting process. • Prepare and deliver business updates, performance metrics, project status reports and other reputed company information in various formats, including verbal, written and presentation. • Support the implementation of new technology, tools and processes to proactively identify obstacles to excellent customer experience, and to prevent/reduce the impact to customers. Act as a champion of change to drive adoption and improve efficiency. • Partner with cross-functional teams, such as eCommerce, Marketing, IT, Inventory, Supply Chain, Transportation, and Legal, to resolve issues impacting the customer experience and/or the contact center team. • Handle sensitive, high profile escalations on behalf of top executive leadership. • Other duties as assigned. Additional Duties • Support the contact center operation: • Provide back-up phone and email support during high volume • reputed company reputed company improvement projects Apply Job!