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Summary of Duties: Reporting to the Operations Manager, the Customer Experience Manager is responsible for oversite and management TACR!FT, SOAR, Quality, and Compliance.
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Main Responsibilities: · Manage Voice of Customer, SOAR, and TACR!FT reporting to: provide clean line of site for management, build performance decks, provide coaching strategies for team · Manage SOAR score for team by creating and implementing action plans to address all opportunities · Manage VOC score for team by creating and implementing action plans to address all opportunities · Manage TACR!FT score for team by creating and implementing action plans to address all opportunities · Oversee/manage all escalations provided by client · Attend all TACR!FT detractor calls for TeleSolutions Call Centers · Attend all VOC and SOAR calls for DIRECTV · Manage the QA and Customer Experience team · Manage all agent VOC, CR!FT, SOAR coaching, follow-up, and accountability · Review every detractor and/or “no” for SOAR, VOC, CR!FT and provide specific feedback to client for the purposes of appeals · Manage BUAG files and provide access to AT&T as requested · Maintain employee production for call monitors · Ensure call compliance and accuracy of pricing for every call · Ensure that all data is entered accurately by disposition · Validate invalid calls · Produce daily, weekly and monthly internal reports for all quality/compliance/Customer experience · Host internal call calibrations · Participate and organize internal team for external call calibration/monitors · Assist with projects and other duties as requested or assigned
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Skills and Qualifications: · Excellent MS Excel skills including building pivot tables and use of embedded functions · Excellent communication skills for internal and external communication · Sound understanding of call center metrics is required · Prior reporting experience in call centers is considered a strong asset · Proficiency in MS Word and Outlook is required · Excellent analytical and problem-solving skills · Attention to detail and high level of accuracy · Demonstrate sound work ethic · High level of confidentiality · Effective verbal and listening skills · Develop and implement coaching plans · Ability to work flexible hours as dictated by business needs
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Personal Attributes:
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