Customer Experience Supervisor at The Results Companies

Version 1

    Type: Full Time
    Location: Corpus Christi, Texas

    Job Description:

    Named the 2015 Best Voice Excellence Company in the Philippines by ICT International and Inc. Magazine's 5000 Fastest Growing companies in the U.S., The Results Companies is a successful Customer Experience leader on the move. Award winning solutions are the hallmark of Results' Partnership approach delivering innovative contact center outsourcing services for companies spanning all verticals including Healthcare, Travel & Entertainment, Telecommunications, Education, Financial Services, Retail Cable/MSO and Energy. With over 14,000 employees in 22 locations, Results is able to offer domestic, near shore and far shore solutions. Driving success through Analytic Hiring, Real-Time Data Analytics, State-of-the-Art Technology and centered around Operational Excellence focused on Continuous Improvement ensures that every customer touch is delivered to the highest degree. Visit us at TheResultsCompanies.com and peruse our library of case studies and industry insights to learn more about why Results is one of the fastest growing Customer Experience companies in the world.

    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

    Expertise on Customer Experience Standards- clients and internal customers

    6 months + Experience in handling a team and providing feedback

    6 months 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 ReadiCoach/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

    Qualifications

    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

     

    Customer Experience Supervisor at The Results Companies