Contact Center Customer Experience Manager

Homesafe Alliance - Houston, TX

Full-time - Mid Level

Remote - Houston, TX

Truck Transportation

About the position

The Contact Center Customer Experience Manager at HomeSafe Alliance is responsible for overseeing customer relationship management within the contact center. This role involves leading a team of customer support supervisors and specialists to ensure exceptional service and address escalated customer service issues related to military household goods relocations. The manager will collaborate with various teams to enhance customer service procedures and maintain a high standard of customer satisfaction throughout the relocation process.

Responsibilities

• Oversee the daily operations of HomeSafe's contact center, managing inbound and outbound communication from customers and partners.
• Lead a Customer Care team to ensure exceptional service that meets the needs of customers and company stakeholders.
• Provide leadership and coaching to help team members achieve individual and team performance goals, including SLAs and AHT.
• Collaborate with the Director of Customer Experience to implement changes that enhance Customer Service procedures and systems.
• Act as a subject matter expert, ensuring customer feedback is considered in strategy development through journey mapping.
• Monitor team progress, track tasks, and keep deadlines in check.
• Resolve complex issues and effectively communicate solutions to customers.
• Offer direction, guidance, and opportunities for professional development to team members.
• Plan, supervise, and evaluate the workflow of the customer service team.
• Coordinate work activities to meet operational goals.
• Identify and suggest operational improvements for increased efficiency.
• Maintain accurate records of all internal and external contact in relevant systems.
• Maintain current knowledge of all services and requirements associated with processing of customer orders.
• Lead training sessions for other customer service support staff as needed.
• Attend and actively participate in all team meetings to foster communication and collaboration.

Requirements

• Bachelor's degree or equivalent experience in lieu of degree
• 5 years progressive customer service experience, preferred contact center
• Prior experience managing direct reports in a multi-channel remote contact center environment
• Must be a U.S. citizen due to contractual requirements
• Demonstrated experience in quickly grasping new technologies and adapting to change
• Dedicated to ensuring customer success through innovative problem-solving
• Demonstrated ability to lead and manage team members in a dynamic, multi-channel remote contact center setting
• Effective leadership abilities to steer and implement solutions
• Exceptional interpersonal skills, adept at fostering meaningful relationships
• Ability to juggle various priorities in a fast-paced environment
• Capable of handling challenging customers and staff roles while effectively resolving issues
• Exceptional ability to organize, manage multiple tasks, and prioritize effectively
• Outstanding communication skills in writing and speaking, with patience and empathy.

Nice-to-haves

• Experience using NICE CXone
• Military move experience

Benefits

• Medical, Dental and Vision Insurance
• Paid time off (PTO) Three weeks of PTO for newly hired employees
• 401(k)
• Health and Wellness Programs
• Disability, Life and AD&D insurance
• Employee Support program
• Family Support: Bright Horizons, child and elder care services
• Teladoc Medical Experts, second opinion program
• Travel Accident & Medical
• TRICARE Supplement Plan
• Voluntary Benefit Plans
• And more!