Optimum is looking to optimize service delivery by innovating new solutions and continuously improving existing policies and methods. The role aims to enhance customer engagement, identify trends in compliance and agent performance, and address fractured processes to improve customer loyalty and business efficiency.
Requirements
- Minimum of seven (7) years’ experience providing outstanding customer service in a leadership role through coaching and development for large operational organizations, preferably within a Customer Service function.
- Minimum three (3) years’ experience in a call center quality department
- Familiarity with MS suite (Excel, Word, Access, and PowerPoint) programs and systems
- Understanding of Process Management software (MS Project, Visio, etc.)
- Experience at working collaboratively across organizational lines to leverage investment in knowledge management tools and methods
- While not specifically a ‘data role,’ the ideal candidate should be analytical with a strong grasp of using data to figure out cause and effect relationships, with an ability to create project plans leveraging this data into actionable change
Responsibilities
- Develop solutions and experiences that delight our customers and help change delivery for good.
- Serve as an internal champion for Voice of the Customer, helping support development of points of view & perspective to improve CSR/TSR performance.
- Participate in the Quality team’s site level briefs to review compliance audit results, performance observations and recommendations for improvement.
- Act as a conduit for continuous improvement by raising issues that are consistently observed with regards to technology or processes.
- Identify broken processes that negatively affect the customer experience and escalate as appropriate.
- Develop a strategy to monitor for the source of customer dissatisfaction with a goal of discovering business opportunities to increase the efficiency of the business.
- Use text analytics software to understand customer challenges, and calibration of quality monitoring results
Other
- Strong leadership skills necessary to act as a catalyst to effect change across cross-functional areas.
- Excellent analytical and research skills.
- Superior verbal, written, and listening communications skills.
- Ability to plan for and engage in Change Management activities.
- Ability to work well under pressure while performing multiple tasks in a fast-paced environment.
