Customer Experience Manager

TMC Acquisition Corporation - Nicholasville, KY

Full-time - Mid Level

Nicholasville, KY

About the position

The Customer Experience Manager (CEM) at Tailor Made Compounding is responsible for overseeing daily operations and managing a team of customer service representatives. The CEM ensures the delivery of high-quality service to customers, monitors performance metrics, coaches team members, handles escalated calls, and implements process improvements. This role is crucial in collaborating with management to meet operational goals and maintain a positive work environment.

Responsibilities

• Supervise, coach and develop customer service agents to ensure performance meets company standards.
• Monitor call metrics, including response times, call resolution rates, and customer satisfaction scores.
• Handle escalated calls and resolve complex customer issues.
• Collaborate with leadership to identify and implement process improvements.
• Schedule and manage staffing to ensure adequate coverage and adherence to service levels.
• Conduct performance evaluations, provide feedback, and create development plans.
• Maintain a positive team environment, encouraging collaboration and a customer-centric attitude.

Requirements

• 3-5 years of experience in a call center or customer service environment.
• Proven track record of success in a leadership or supervisory role within customer service or sales.
• Experience with workforce management systems, KPI monitoring, and process optimization.
• Proficiency in analyzing call metrics (e.g. average handling time, service levels, customer satisfaction scores).
• Skilled at identifying inefficiencies and implementing process improvements.
• Excellent communication and problem-solving skills.
• Strong ability to lead, motivate, and mentor a team.
• Experience in training and developing staff to improve performance.
• Flexibility and adaptability in a fast-paced, customer-driven environment.
• Ability to handle a dynamic workload and adapt to changes in priorities or customer demands.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• Paid time off