At Activus Connect, we believe that our team works with us, not for us. Our goal is to find the very best talent who loves what they do, driving performance above all expectations. Our Smart Virtual™ solution offers flexibility and growth opportunities that you just don't get from a brick-and-mortar office environment. 

JOB DESCRIPTION 

Activus Connect is hiring for a Customer Experience (CX) Manager to help with Activus' ongoing customer-first efforts while leading our Ambassadors to better performance and improved quality.  The ideal candidate will work cross-functionally to create and drive alignment around Activus' goal of creating a seamless end-to-end experience.  The CX Manager will supervise daily operations and personnel to maximize efficiency, cost-effectiveness, and client outcomes.

This role requires a hands-on leader with experience driving performance leveraging methodologies such as Net Promoter Score (NPS) and Voice of the Customer (VOC).  The CX Manager must be an organized, reliable, and results-driven professional with a practical mindset.

A successful Customer Experience Manager (CXM), will have a demonstrable track record building high-performing operational teams that are successful in creating positive stakeholder and shareholder outcomes.


 DUTIES & RESPONSIBILITIES   

  • Monitors customer experience operations
  • Organizes, plans, and monitors the virtual floor teams to ensure optimized interaction between a company and its clients
  • Have excellent customer service and communication skills
  • Develops and implements strategies useful in improving customer relationship, dedication, and satisfaction
  • Guides and directs the activities of the TECs to ensure their interactions with clients reflects positively on Activus
  • Provides quick response to client inquiries
  • Collects, analyzes, and interprets customer interaction data
  • Optimizes the customer experience by recommending areas of opportunity, internally and externally.
  • Liaises cross-functionally to analyze customer feedback
  • Develops programs to improve customer experience
  • Monitors the activities of staff to ensure compliance with set standards of courtesy, professionalism, and customer service
  • Recommends steps necessary for improving customer loyalty and relationship management
  • Gathers information, via surveys, on customer opinion of services
  • Supervises the activities of the customer experience team to ensure their interaction with customers reflect positively on Activus and Activus-clients.
  • Prepares and owns action plans
  • Familiarity with Profit & Loss statement and has a good understanding of how to drive positive P&L performance.
  • Utilizes data and metrics to prioritize actionable efforts with the strategic foresight to build out plans
  • Leads strategic meetings
  • Works collaboratively with others and in line with Activus Connect's set of values

REQUIREMENTS: SKILLS, ABILITIES AND KNOWLEDGE

Education and Training:
  • Bachelor's Degree in a business-related discipline (education or experience in a related field are preferred).
  • 8-10 years of prior customer experience management, preferably within the Business Process Outsourcing industry.
  • Ideally, experienced in managing NPS or other CX benchmarking program
  • Proficient use of Microsoft Office: Excel, Word, Powerpoint

Leadership Skills:

  • Strong verbal and written skills
  • Calm under pressure
  • Comfortable working independently
  • Proactively in finding solutions to problems
  • Ability to articulate goals and expectations, and coach to the same
  • Strong organizational skills
  • Ability to lead meetings, work with individuals at all levels and collaborate effectively across teams
  • Strong coaching and leadership skills
  • Decisive and detail-oriented

Communication Skills:

  • Excellent presentation, oral and written communication skill
  • Analytical experience with the ability to analyze large datasets to uncover and effectively communicate insights

Customer Service Skills:

  • Experience utilizing one or more survey platform technologies
  • Thought leadership knowledge
  • CX and EX background is ideal

 


 

Department: Customer Experience
This is a full time position

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