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Customer Experience Director
Alorica
Plantation, FL, United States
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Description
Director Customer Experience
Summary
This position is accountable for driving meaningful change to the customer journey across channels and throughout the customer lifecycle. Primary responsibility for maintaining a productive and motivating work environment to achieve business goals. Manages a client-dedicated team to partner with internal teams to leverage the company's value to our clients by driving performance and client satisfaction, enhance business value propositions, and examine new growth opportunities by adding value and differentiation through Customer Experience Transformation activities. Responsible for identifying and driving service delivery improvements for the overall experience our major clients’ customers receive when interacting with Alorica Agents for service. Develops and implements programs to establish, maintain, and deliver high quality standards for client products and services. Build up policies and procedures to check product, material, and/or operational quality and improve the same.
Essential Duties & Responsibilities
• Use insights garnered from customer interactions to drive transformation and change in customer experience strategy, design, and delivery
• Ability to provide thought leadership and expertise on customer experience-related topics, including but not limited to:
◦ Customer experience measurement and analysis
◦ Related and emerging technologies (e.g., Speech Analytics)
◦ Customer effort reduction, transformation strategy, and journey mapping
◦ Continuous improvement methods (e.g., 6-Sigma, etc.)
◦ Process optimization
• Ability to leverage data as the primary guide to drive results-oriented outcomes
• Effectively communicate Customer Experience message and provide holistic view of service delivery, performance, and total customer experience to a broad range of audiences (agent to executive, internal and client-facing)
• Ability to lead complex, multi-function projects as assigned by leaders including discovery, planning, observation, analysis, recommendations, presentations, implementation, follow-up, and success measurements
Qualifications & Requirements
Education:
• Bachelor’s Degree in Business Administration or related major, or equivalent relevant work experience required.
• Master’s Degree in Business Administration preferred.
Experience:
• At least 5 years of related experience required, inclusive of:
◦ At least 2 years of experience researching, presenting and defending theories or recommendations in a business or academic setting
◦ Successful experience starting and building a highly capable and productive team
◦ Proven success driving results through data-driven methods
◦ Experience using Speech Analytics software such as Verint 360.
◦ Previous client-facing account management experience
• Preferred Experiences:
◦ Prior contact Center/Client Management experience within the Business Process Outsourcing industry
◦ Successful implementation and establishment of Customer Experience teams within a company
◦ COPC Registered Coordinator, Six Sigma, or other Customer Experience industry certification
Knowledge, Skills, Abilities & Other Characteristics:
• Aptitude for technology
• Knowledge of quality or customer experience principles
• Excellent interpersonal skills and the ability to interact and collaborate with across all organizational levels and with clients.
• Ability to lead, direct, and motivate others.
• Ability to prioritize and organize work in a multitasked environment.
• Ability to deliver professional and logical presentations in front of key decision-makers.
• Ability to make logical and effective decisions in a fast-paced environment.
• Ability to manage in a matrix environment.
• Excellent personal computer skills including Microsoft Office.
• Excellent judgment, reasoning, and problem solving skills.
• Ability to maintain the highest level of confidentiality.
Position Scope
• Supervisory/Management Responsibility: Managing other Managers and their teams
• Relationships:
◦ Internal- Executive and Senior Management, Departmental Managers/ Supervisors, Non- Management, Marketing department, IT department, Operations department
◦ External- Clients
Work Environment
• Office/Call Center Environment.
• Ability to lift and/or move 20 pounds with or without accommodation.
• Ability to travel.