Customer Experience Supervisor
The Results Companies
Pasig, Metro Manila
12d ago

Position Overview

The Customer Experience Supervisor is responsible in communicating Customer Experience trends and updates to internal and external customers.

This position is cross skilled in 3 or more accounts and has expert analytical skills and provides advanced insights also a mentor to CX Analysts.

The Role is an Expert Speech Analytics Search Builder and also conducts internal and external calibration, RCA sessions and doing audit the auditor and reviewing data set and deep dive analysis

Duties and Responsibilities

  • Communication with internal and external clients regarding enterprise / site / team / agent performance
  • Evaluation, documentation and analysis of calls through Call Miner to identify employee performance, call center trends and to determine customer satisfaction levels
  • Facilitate / deliver calibration / listening sessions, RCA of client and customer escalations
  • Perform other duties, functions and tasks that are incidental and inherent to the job.
  • Develop search based categories utilizing customer and associate language in tangent with Boolean and Proximity Operators
  • Research and understand customer and associate language from multiple accounts
  • Innovate strategies and solutions for Quality, Verifications and Customer Advocacy Group behaviors
  • Properly document the different stages in the build process
  • Present and define Category and Score event language, statistics and the process of development
  • Qualifications

  • Expertise on Customer Experience Standards- clients and internal customers
  • 6 mo + Experience in handling a team and providing feedback
  • 6 mo Experience with Speech Analytics
  • Expert computer and software skills; proficient in Microsoft Office : Word, Excel and
  • PowerPoint; and other QA tools : SharePoint, Formstack, CSI / VLauncher, Zero Variance, Hyper Quality, and TPG
  • Excellent communication skills, both verbal and written
  • Strong attention to detail, and exceptional organization skills and ability to multi-task in a dynamic, fast paced environment
  • Good interpersonal skills, pleasant disposition, detail oriented and can work independently or in a team environment
  • Strong analytical and consulting skills (e.g., critical thinking, problem solving, decision making, and influencing )
  • Ability to provide on-call support, and work a flexible schedule
  • Able to work well independently or in a team environment and complete projects with minimum direction
  • Ability to demonstrate the interpersonal skills necessary for Site Contacts
  • Candidate must possess at least a Bachelor’s / College degree or Experience Equivalent
  • Strong background in calibration sessions (internal and with Client). Ensures that Client CX and customer satisfaction goals are met or addressed
  • Fast learner, self motivated and comfortable taking initiative and handling multiple campaigns simultaneously
  • Subject Matter Expert (SME) in at least one major line of business. SME status in multiple accounts is highly desired
  • Two or more years of successful, progressively responsible experience in quality / performance management (experience leading teams as a Team Leader / Quality Lead is highly desired)
  • Knowledge of common analytics practices is a plus - Six Sigma, Boolean Logic, etc
  • Superior verbal and written communication skills
  • Exceptional consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing)
  • Remarkable organization skills and the ability to multi-task in a dynamic, fast paced environment
  • Ability to develop and motivate teams (preferred Ready Coach / MTB5 / Tiger Team certification)
  • Proficiency to creatively use resources and adjust to changes quickly and professionally
  • Capability to work independently with minimal supervision, but also in a team environment
  • Strong computer and software skills; proficient in Microsoft Office : Word, Excel and PowerPoint
  • Strong attention to detail
  • Ability to provide on-call support, and work a flexible schedule
  • Apply
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