Description

Leadership & Team Management Recruit, lead, mentor, and develop a team of customer experience supervisors to achieve performance goals. Foster a positive work environment that encourages collaboration and high performance. Employee Engagement Cultivate a culture of open communication, encouraging team members to share ideas and feedback. Organize team-building activities and recognition programs to boost morale and foster a strong sense of belonging. Develop team-building activities and recognition programs based on an allocated budget. Operational Excellence Manage daily call center operations to ensure efficiency and prompt, high-quality customer service. Implement and monitor performance metrics to track team productivity and maintain high customer satisfaction. Customer Experience Advocacy Develop and execute white-glove service strategies to enhance the overall customer experience. Handle escalated customer issues promptly, ensuring customer satisfaction and effective resolution. Identify and proactively understand customer pain points to prevent escalations Training & Development Identify training needs and implement programs to enhance staff skills and knowledge. Conduct regular performance reviews and provide constructive feedback. Process Improvement Analyze call center data to identify trends and areas for improvement. Collaborate with other departments, including Customer Experience Excellence Manager, to streamline processes and enhance service delivery. Reporting & Analysis Prepare regular reports on call center performance, customer feedback, and key service metrics for senior management. Leverage data analytics to make informed decisions and strategic recommendations. Required Qualifications Bachelor’s degree in business administration, Customer Service Management, or a related field. Additional certifications or advanced degrees in relevant disciplines may also be advantageous. Operations Excellence, Six Sigma, Lean background with experience in completing projects using continuous improvement methodology. 5+ years of experience in customer service management. Demonstrated success in implementing customer service strategies and enhancing service quality. Strong analytical, problem-solving, and decision-making skills. Excellent communication and interpersonal abilities, with a collaborative, cross-departmental approach. Preferred Qualifications Bilingual English / Spanish Bachelor degree in Communications or any other related field. Work experience in the waste or transportation industry. Salary: $80,000 - $120,000/year Benefits:

Competitive wages Comprehensive benefit package Medical, Dental, Vision 401K Life Insurance Paid Vacation and Sick Time Career plan Recognition programs Professional development learning An exceptional work environment