Manager of Customer Experience - Call Center

Join Our Team as a Manager of Customer Experience!

Are you a passionate and experienced leader dedicated to creating a best-in-class customer experience We are seeking a Manager of Customer Experience to lead our patient-facing contact center teams. This role is ideal for a hands-on results-driven professional who excels at fostering a positive team culture and delivering exceptional customer service. If youre a strong executor with a knack for collaboration and problem-solving we want to hear from you!

What Youll Do

As the Manager of Customer Experience you will be a key leader on our revenue team responsible for the overall success and performance of our contact center. You will work closely with senior leadership to set goals and ensure your team meets and exceeds them.

Key responsibilities include:

• Team Leadership & Performance: Youll oversee our contact center teams holding agents and supervisors accountable for performance metrics. This includes providing day-to-day support coaching and delegating tasks to develop your supervisors leadership skills.

• KPI Management & Reporting: You will work with senior leadership to understand the teams goals and KPIs. A key part of your role will be to communicate these expectations to the team and regularly report progress toward these KPIs to the owners.

• Data-Driven Management: You will track and analyze team performance metrics to identify trends and opportunities for improvement. This includes leveraging real-time analytics for queue management to ensure an optimal customer experience.

• Workforce Optimization: Youll be in charge of headcount and staffing adjusting based on forecasts seasonality and agent productivity to maintain service levels.

• Career Development: We want our team to grow! You will identify and implement opportunities for career growth and recognition within the Customer Experience organization.

Who You Are

Were looking for a candidate with a proven track record of success in a call center environment. A collaborative and team-oriented mindset with a focus on shared success and a willingness to work with other leaders to solve problems.

Qualifications:

• A minimum of 5 years of experience in a call center and customer service environment.

• At least 3 years of call center management experience including managing both individual contributors and supervisors.

• Exceptional communication and interpersonal skills with the ability to work effectively at all levels of the organization.

• Strong critical thinking and problem-solving abilities with a talent for making data-driven decisions.

• Proficiency with Google Suite Salesforce and telephony systems and the ability to learn new software quickly.

• Due to restrictions and requirements Advanced Rx is NOT able to hire applicants who reside in the following states: CA OR WA IL NY AK HI

Required Experience:

Manager