Senior Manager, Customer Experience Operational Support

Remote - Successful candidate must live in a state in which Point Broadband operates (AL, FL, GA, MD, MI, OH, TN, TX, or VA)
Summary:
The Senior Manager of Customer Experience Operational Support is a key strategic leadership role responsible for the development, continuous improvement and delivery of customer care, strategic development of operational requirements, process and technology, to deliver key service outcomes for customers in either a B2B or B2C environment. This position is responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels (including front and back office, telephone, email, online, live chat, video, and social media). The role has significant levels of responsibility and accountability for operational delivery.
Duties and Responsibilities:
Essential duties and responsibilities include but are not limited to those listed below:

• Lead and manage the call center workforce management operations, ensuring optimal scheduling, forecasting, and real-time monitoring to meet service level agreements and maximize efficiency.
• Provide recommendations to leadership and influence outcomes that will support our long-term capacity and workload budgeting plans.
• Own the end-to-end management of BPO (Business Process Outsourcing) partnerships, including negotiation of contracts, oversight of day-to-day performance, and strategic relationship management to ensure alignment with company objectives and standards.
• Improve NPS (Net Promoter Score), CSAT (Customer Satisfaction), or other Customer Metrics.
• Develop and maintain strong collaborative relationships with Contact Center operational leaders, providing support through the identification, implementation, and optimization of cutting-edge tools, technology, and reporting systems to drive operational efficiencies and achieve superior levels of service.
• Spearhead initiatives to evaluate and integrate innovative solutions and best practices in workforce management and Operational Support, aimed at enhancing productivity and customer satisfaction.
• Serve as a key strategic advisor on operational effectiveness, leveraging data analytics and industry insights to recommend improvements and guide decision-making processes.
• Ensure compliance with all regulatory requirements and company policies in workforce management practices and BPO partnerships, fostering an environment of continuous improvement and excellence.
• Drive better sales through service.
• Use Customer Insight and Root Cause Analytics to identify company wide improvements and present these to the board/senior stakeholder peers.
• Utilize customer journey maps to identify critical touchpoints and areas for process improvement, empowering teams to innovate and enhance workflows, driving increased customer satisfaction and loyalty.
• Work effectively with all peers and the board/stakeholders, including Commercial, Finance, Marketing, and Operations to negotiate and influence customer improvements.
• Continually develop improvements and embed successful change projects.
• Drive quality and consistency.

Required Experience:

• Experience managing BPO relations or performance strongly preferred.
• Experience with Workforce Management practices strongly preferred.
• Extensive experiencing of managing operational customer service teams.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Proven Management and/or relationship management experience at a senior, strategic level role.
• Established track record of exceeding targets, KPI's SLA's, in a quality led, legislative compliant environment.
• Demonstrate ability to motivate and communicate with others at all levels.
• Influential relationships skills at all. Able to use these relationships to deliver service improvements.
• Excellent communication and negotiation skills.
• Able to adapt and succeed in a changing environment.
• Evidence of well-developed leadership skills.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education:

• Bachelor's degree from a four-year college or university (preferred); 3-5 years related call center experience (including knowledge of all existing processes and procedures); or an equivalent combination of both education and experience.

Computer Skills:

• Must possess excellent computer skills, with proven ability to learn new applications.
• Superior Microsoft Office skills (Word and Excel) are required.
• Must be able to manipulate data as required for reports, presentations, etc.

Physical Demands/Working Conditions:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to perform computer functions and operate routine office equipment.
• Regularly required to talk and hear.
• Required to use hands to type, handle objects and paperwork.
• Required to use close vision and be able to focus.
• Must be able to travel for business purposes on an occasional basis.

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*

Point Broadband is an equal opportunity employer. For further information, please visit:
EEO is the Law Poster | U.S. Equal Employment Opportunity Commission

Disability insurance, Health insurance, Flexible spending account, Paid time off, Cell phone reimbursement, Uniform allowance, Vision insurance, 401(k) matching