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Digital Service & Customer Experience Manager (13586)

Corps Team Services Charlotte ,NC
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

 A large telecommunications company is seeking an experienced Digital Service and Customer Experience Manager for a 3+ months contract assignment in south Charlotte.

The Manager, Digital Service & Customer Experience will be responsible for driving the customer experience on the Mobile IVR (Interactive Voice Response) to increase the self-service capabilities, while driving containment and customer satisfaction improvement.

MAJOR DUTIES AND RESPONSIBILITIES

  • Assist in managing the prioritization of new features
  • Continuously iterate and improve the company's IVR, based on extensive analysis of IVR call flows, exit points, utilization, speech performance, and call listening.
  • Make recommendations based on data for process improvement and strategic business decision making
  • Define success metrics for new projects and track daily performance for existing products to ensure the team is moving towards defined goals
  • Compile Executive level reporting as required
  • Actively and consistently support all efforts to simplify and enhance the customer experience
  • Manage and coach individual contributors
  • Must be comfortable working within a constantly changing environment

REQUIRED QUALIFICATIONS

  • BA/BS Required Or Equivalent Experience
  • 5+ years of Experience in related industry (Telecommunications, IVR, Cable)
  • At least 1 year of Experience working for companies with technology or software products
  • 3+ years of Prior Leadership Experience
  • Ability to read, write, speak and understand English
  • Ability to analyze and synthesize complex data
  • Ability to listen to and interpret the needs of the customer
  • Ability to make decisions and solve problems while working under pressure
  • Ability to use personal computer and software applications (i.e. Microsoft Office etc.)
  • Ability to work with others to resolve problems, handle requests or situations with employees, customers, and suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
  • Ability to manage multiple projects while coordinating efforts across a variety of functional areas
  • Customer focused
  • Exceptional written and verbal communications skills
  • Independent thinker Project management skills
  • Strong knowledge of telephony and customer support systems
  • Strong analytical approach to presenting recommendations and making decisions
  • Technically savvy
  • Familiar with PBX Call routing technology involving call center environments
  • Ability to develop comprehensive test plans

PREFERRED QUALIFICATIONS

  • Related Work Experience
  • Avaya PBX and call center experience
Company Description
Corps Team is a national leader in strategic workforce solutions for highly skilled, hard-to-find talent. Through our three specialized divisions (Corps Search, Mom Corps, Corps Advisory), we are able to help firms achieve higher returns on their talent investments.

We offer access to highly experienced professionals in accounting/finance, analytics, business services, human resources, information technology, legal, marketing, project management, strategy and other specialized disciplines.

Corps Team Services

Corps Team is a national leader in strategic workforce solutions for highly skilled, hard-to-find talent. Through our three specialized divisions (Corps Search, Mom Corps, Corps Advisory), we are able to help firms achieve higher returns on their talent investments. We offer access to highly experienced professionals in accounting/finance, analytics, business services, human resources, information technology, legal, marketing, project management, strategy and other specialized disciplines.

Address

Charlotte, NC
USA

Website