Job Description e) Customer Experience (CX) Manager
The CX Manager works closely with all program roles across Training, Quality, Operations and Team Leads to
ensure we are delivering the best possible Customer Experience with every contact. This role focuses on the
material, tools, processes, skills, and behaviors that are the foundation of a customer-focused environment in all
lines of business.
Service requirements include :
Advocates Customer Experience and be able to accurately articulate customer feedback and develop granular action
plans on key drivers and trends.
Acts as subject matter expert on HP processes and policies.
Participates in Customer Experience strategy and planning.
Works closely with Training to ensure Customer Service tools coaching / training strategy are in place.
Tracks and reports on Customer Experience and Net Promoter Score performance by line of business.
Builds custom reports and conducts extensive trend and root cause analysis on CX performance, gaps in
performance, issues, etc. and provides feedback / recommendation to HP Management on what's working / not
Identifies and ensures resolution on CX issues
Prepare and present information relating to the program to front-line CSR's, Team Leaders, and Managers.
Develop initiatives and improvement plans directed by top negative customer experience drivers as identified in
order to meet or exceed CX goals.
Essential Functions / Core Responsibilities
Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention
Ensures program has proficient training, staff development, and effective employee relation / recognition programs
Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards;
define and implement any corrective actions needed to meet operational performance
Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
Ensure that the operations is in compliance with active contracts
Oversee client relationships; facilitate open communications, understand client perspectives / expectations, and monitor client satisfaction
Partnering with Business Development to leverage and expand new business from client(s)
Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support
Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.
and partner to define action plans that resolve issues and drive continuous improvement
Maintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trends
Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities
Host Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed (i.
e. Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events
Associate's Degree Preferred with more than ten years of experience (with two to four years of Progressive Management Experience) preferred
Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish specific goals
Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
Demonstrated ability to implement Change; flexibility to quickly adapt to changing business needs
Work well under pressure and follow through on items to completion while maintaining professional demeanor
Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
Demonstrated ability to mentor, coach and provide direction to a team of employees
Demonstrated ability to take initiative and ownership with focus on continuous improvement
Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
Willingness to work a flexible schedule
Career Framework Role
Provides leadership to managers, supervisors and / or professional staff. Is accountable for the performance and results of multiple related units.
Recommends operational objectives and develops departmental plans, including business, production and / or organizational priorities.
Controls resources and policy formation in area of responsibility. Decisions are guided by resource availability and functional objectives.
Develops and administers performance requirements; may have budget responsibilities.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.
They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
PHL Quezon City - Giga Tower 18th Floor
Language Requirements :
Time Type :
Full time2022-07-15-07 : 00