Gainwell Technologies · 4 hours ago
Customer Experience Director - Call Center
WI
Full-time
Remote
Director/Executive
$128K/yr - $182K/yr
9+ years exp
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Responsibilities
Serve as subject matter expert overseeing the operational health and value of assigned portfolio of functional processes, capabilities, and tools by monitoring key performance indicators, and informing stakeholders of deficiencies, recommending improvements, identifying, and mitigating operational performance risks / issues, etc. – driving collaborative efforts to ensure seamless experiences and realization of ROI against CX requirements.
Apply expert knowledge of functions within portfolio and serve as subject matter expert on efforts to ideate, develop, implement, and optimize business deliverables specific to processes, capabilities, and tools to materially change and improve business performance.
Demonstrated ability to learn and adjust based on feedback and make decisions based on client needs. Seek out and use different ideas and viewpoints. Design from the customer point of view. Think beyond a single interaction - design, deliver and support great end-to-end experiences.
Provide diverse perspective to leverage multiple ways of thinking while continuously evolving end-user [client and / or employee] solutions specific to functional processes, capabilities, and tools.
Proactively monitor, measure, and manage business operational risk associated with processes, capabilities, and tools utilization using established methodologies and exercising front line control plans to ensure alignment with business unit specific requirements, process requirements, and business needs.
Establish continuous feedback loops to improve the flow of transactions and propel frictionless experiences.
Develop and deliver proactive communication plans for customers, employees, and internal stakeholders. Ensure alignment and provide hands on support day-to-day operations, DDI and project partners.
Utilize reporting, data, and analytics to continuously measure process, capability, and tool performance, deliver ongoing process operational efficiencies, and inform key stakeholders.
Initiate, research, and develop content to contribute to a shared knowledge database to facilitate response consistency and to document more complex issue resolution.
Monitors customer inquiries for a specific functional area, tracks progress and resolution of escalated inquiries, problems that are severe, repetitive, or that exceed performance or service level targets.
Conducts quality review of all functional area trouble tickets and provides additional staff training if required and consults with management and/or business organization management to develop/implement appropriate response/resolutions for more complex issues.
Qualification
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Required
Bachelor’s degree, or 4 years of related experience may be substituted in lieu of degree.
9 years business experience: customer experience operations, optimization management of process, capabilities, and/or tools.
Expert ability to influence and deliver tactical and strategic program plans for assigned portfolio that align with CX and enterprise strategy.
Strong experience in the application of management standards and policies, implementation, and performance sustainment of change specific to processes, capabilities, and tools.
Strong attention to detail, with demonstrated experience utilizing various systems to collect and analyze data.
Expert MS Office experience, specifically to Excel and PowerPoint.
Preferred
Experience proactively identifying and managing operational and service risk and controls that stem from business process activities and tools utilized in day-to-day CX operations, such as CRM, Nice, Galileo, Gabby.
Hands on experience with process mapping and modeling, creating, and validating process documentation and/or project management.
Demonstrated experience with Lean and/or Agile methodologies.
Benefits
Flexible vacation policy
A 401(k) employer match
Comprehensive health benefits
Educational assistance
Leadership and technical development academies
Company
Gainwell Technologies
Gainwell Technologies is a provider of Information Technology & Services. It is a sub-organization of Veritas Capital.
10,001+ employees
H1B Sponsorship
Gainwell Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (37)
2022 (101)
2021 (55)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$1M2023-06-08Grant· $1M
Leadership Team
Paul N. Saleh
President and Chief Executive Officer
Jacob Sims
EVP and Chief Technology Officer
Recent News
Texas CEO Magazine
2024-06-04
Company data provided by crunchbase
