Customer Experience Senior Manager

Position Summary:

The Senior Manager of Customer Experience oversees the Customer Experience teams for accounts that he/she supports. Responsible for the design, development, and delivery of training and quality programs for customer service representatives, to ensure high level of customer experience and client policy adherence. Responsible for providing recommendations for improving the quality of service of Operations based on the reports and analysis generated by his/her Customer Experience teams.

• Collaboration - Work hand in hand with the Director of CE for the site level responsibility of liaising with Operations, Talent Acquisition, Workforce on setting the rhythm to deliver high class agent profiles to Operations. Champions Closed Loop Framework in the site by ensuring that information flows properly from the Customer Experience teams to Operations and other stakeholders. Provides executive level summary on CE to key stakeholders and,...