Manager - Customer Experience (VIRTUAL)
Alorica - Plantation, FL
Employment Type : Full-Time
Manager - Customer Experience (VIRTUAL) - 164923
DescriptionGET TO KNOW ALORICA
At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.
JOB SUMMARY
Partner with external clients and Alorica's Client Services and Operations teams to evangelize a culture focused on providing insanely great customer experiences via high quality engagements across all channels.
Drive operational excellence by creating rigor around quality processes, inspecting, measuring and evaluating their effectiveness, and driving consistency and innovation.
JOB DUTIES
- Manage Customer Experience projects as assigned by leaders including discovery, planning, observation, analysis, recommendations, presentations, implementation, follow-up, and success measurement
- Create end to end customer experience journey mapping, evaluations and benchmarking
- Leverage insights garnered from customer interactions to drive transformation and change in customer experience strategy, design, and delivery
- Provide thought leadership and subject matter expertise on customer experience related topics including but not limited to customer experience measurement and analysis, survey design, contact engineering, emerging technologies, multichannel support strategies, contact reduction, customer effort reduction, transformation strategy and journey mapping
- Partner with Client and Business Solutions teams to leverage the company's value to our clients by driving performance and client satisfaction, enhance business value propositions, and examine new growth opportunities by adding value and differentiation through Customer Experience Transformation activities
QualificationsJOB REQUIREMENTS
Minimum Education and Experience:
- Undergraduate Degree required.
- Advanced Degree in a related field preferred
- At least 5 years of related experience required
- Prior contact Center/Client Management experience preferred
- Previous experience using Business Intelligence and Analytics software such as Tableau or Interaction Analytics software such as Verint an asset.
Knowledge, Skills, Abilities & Other Characteristics:
- Knowledge of quality or customer experience principles strongly preferred.
- Excellent interpersonal skills and the ability to interact and collaborate with across all organizational levels and with clients.
- Demonstrates exceptional continuous improvement/transformational skills.
- Ability to deliver professional and logical presentations in front of key decision-makers.
- Ability to research information online.
- Ability to analyze data and findings and formulate solutions.
- Ability to make logical and effective decisions in a fast-paced environment.
- Ability to manage in a matrix environment.
- Excellent personal computer skills including Microsoft Office.
- Excellent judgment, reasoning, and problem-solving skills.
- Ability to maintain the highest level of confidentiality.
Position Scope
- Supervisory/Management Responsibility:
- Relationships:
- Internal- Executive and Senior Management, Departmental Managers/ Supervisors, Non- Management, Marketing department, IT department, Operations department
- External- Clients
Work Environment
- Office/Call Center Environment.
- Ability to lift and/or move 20 pounds with or without accommodation.
- Ability to travel.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Employer reserves the right to modify this job description, including by adding, removing, and altering job duties.
Equal Opportunity Employer - Veterans/Disabled
Job: OperationsPrimary Location: United States-Florida-PlantationWork Locations: WAH Backoffice 8151 Peters Road Suite 4000 Plantation 33324Schedule: Full-timeJob Posting: 12/11/2020, 8:05:41 PM