Head of Customer Experience

Head of Customer Experience

Requirements

• Leadership experience overseeing a call center operations
• Demonstrated success in leading and developing high-performing teams
• Strong analytical and problem-solving abilities
• Excellent technical skills and the ability to learn new systems and software quickly
• Bachelor’s degree in business administration, management, or a related field. An equivalent combination of education and experience will be considered
• Experience with Salesforce

Responsibilities

• Build / manage a team of customer experience (CX) representatives with a deep domain expertise in resolving all types of merchant issues
• Encourage problem-solving, strategic thinking, and customer-orientation amongst the team
• Set, monitor, and drive optimal performance metrics, including call abandonment rates, average handling time, and customer satisfaction scores
• Advocate for changes and actions from other departments’ ways of working and cross functionally collaborate with teams to implement any changes required for the improvement of our overall merchant experience
• Establish and maintain quality standards for customer interactions
• Provide ongoing training and coaching to enhance team performance
• Create and implement an analytics strategy for best in class service delivery
• Ensure compliance and efficiency in all operational aspects
• Analyze data to identify trends and areas for improvement
• Implement improvement plans as needed to ensure high-quality service, performance management standards, and a top notch merchant experience
• Provide leadership and mentoring to CX team members in establishing department objectives related to performance, policies, and procedures management
• Achieve both short and long-term goals and process improvements to achieve service levels and continuously enhance the functionality and cost effectiveness of the CX department
• Monitor and enhance all standards of practice as well as CX key performance indicators (KPIs)
• Evaluates and resolves the more complex customer complaints/problems

Preferred Qualifications

• Cross functional partner with other department leadership
• Often seeks data and input from others to foresee possible unintended circumstances from decisions
• A leader that is able to work in our El Paso office 5-days a week
• Strong business acumen & ability to think and execute responsibilities strategically
• Ability to handle multiple priorities/tasks simultaneously and with composure
• Effective at leading organizational change
• Demonstrates clear/concise/logical verbal and written business communication for execution of vision and strategic initiatives
• Willingness to adapt to changing priorities