Customer Experience Manager
Customer Experience Manager
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Job Description
TransPerfect Is More Than Just a Job
Our greatest asset is our people and nothing is more important to us than ensuring that everyone knows that. Each of our 100 offices has its own individual identity and each also has its own unique rewards.
The Contact Center Customer Experience (CS) Manager leads and elevates the TPC customer experience across all touchpoints. They analyze customer feedback identify areas for improvement and develop strategies to enhance customer satisfaction and loyalty. The CX manager is passionate about delivering exceptional customer experiences and has a proven track record of leading initiatives in highvolume environments.
Develop and manage the TPC Customer Experience Strategy
Analyze client feedback call data and trends to identify areas of opportunity
Design and implement initiatives that improve customer satisfaction and Net Promoter Scores (NPS)
Tracking key performance indicators (KPIs) such as Net Promoter Score (NPS) Customer Satisfaction (CSAT) and Customer Effort Score (CES) to measure the effectiveness of CX initiatives
Stay current with customer experience best practices and related technologies
Implement process improvements to enhance efficiency and customer outcomes
Lead industry awards application and tracking process
Optimize all points of contact such as website social media and customer service channels
Enhance and expand a differientatited brand strategy
Leverage automation and AIdriven tools to improve client service
Perform other duties as assigned
REQUIRED SKILLS
Strong analytical and problemsolving skills
Excellent communication and interpersonal skills
Leadership and collaboration skills
Understanding of customer journey mapping and segmentation
Knowledge of relevant CX metrics and best practices
Empathy and emotional intelligence
Strong computer literacy skills; proficiency in MS Office products: Word Power Point Excel
Strong organization and project management skills
REQUIRED EXPERIENCE AND QUALIFICATIONS
5 years of experience in contact center management or customer experience leadership
Strong understanding of call center metrics technologies and best practices
Excellent interpersonal analytical and communication skills
Proficiency in customer support platforms (e.g. Zendesk Salesforce Five9)
Experience leading teams in a fastpaced metricsdriven environment
Bachelors degree or equivalent combination of education and experience
Experience working in a selfdirected environment
Ability to travel up to 25% of the time
DESIRED SKILLS AND EXPERIENCE
Experience with omnichannel support (voice chat email social media)
Knowledge of customer journey mapping and VOC (Voice of Customer) programs
Certification in customer experience (e.g. CCXP) or Six Sigma is a plus
Required Experience:
Manager
Employment Type
Full-Time
