Customer Experience (CX) Manager

The Customer Experience (CX) Manager is responsible for overseeing the day-to-day operations of our contact center. This includes managing the team, ensuring customer and enterprise partner satisfaction, and optimizing team performance. This role’s primary focus will be to: Supervise the day-to-day activities of the contact center, ensuring optimal performance and effective processing across all communication channels. Monitor and manage handle times, talk times, and service levels at both the individual and team levels, ensuring that performance meets or exceeds established standards. Manage the CX team by overseeing the hiring, training, development, and the offering of mentorship and guidance to foster a high-performance team. Oversee processing of policy changes to ensure accuracy and completion. Schedule and maintain shifts, lunches, breaks and the assigning of tasks as needed. Implement process improvements that reduce waste, minimize errors, and maximize productivity. Strive to exceed customer expectations in every aspect of service. Create a positive customer experience that drives customer satisfaction and loyalty. Conduct regular quality assurance audits of customer interactions to identify areas for improvement and provide constructive feedback to staff. Ensure compliance with quality standards and regulations. Evaluate agent performance and provide feedback. Address employee concerns and issues. Work closely with cross-functional teams and external partners to streamline processes and improve efficiency. Collaborate with partners to guarantee that our performance meets or exceeds contractual requirements.