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Customer Relationship Operations Manager

Voice Systems Engineering, Inc. Feasterville-Trevose, PA

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Remote Opportunity

We are currently only able to hire residents of Pennsylvania, Florida, Texas, Colorado, Massachusetts and Maryland.

Video Interview Required

We are currently only able to hire residents of Pennsylvania, Florida, Texas, Colorado, Massachusetts and Maryland.

What if you could...

  • Cement our value of customer centricity by shaping the operations of our Relationship Center through strategic decision making and customer advocacy
  • Utilize your refined leadership skills to help create an environment that promotes teamwork, respect, empowerment, and open communication among relationship center agents
  • Leverage your sharpened analytical skills to make data driven decisions that transform the future of our Relationship Center

If you are our new Relationship Center Manager, you will look forward to engaging in activities such as...

  • Driving the overall performance of the relationship center operations including, planning service level needs, maintaining workforce adherence, team productivity, compliance & customer satisfaction
  • Building and supporting improved analytic reporting, information flow, business process streamlining and organizational planning to improve customer satisfaction
  • Monitoring metrics for the relationship center team and creating continuous improvement processes to better meet customer and company goals
  • Managing staffing needs including hiring, development, and performance management
  • Building and implementing best practices and policies that maximize relationship center agent development, training, retention, and overall performance.
  • Generating actionable insights from data by developing reports, metrics, and KPIs
  • Inspiring and supporting process improvement initiatives to ensure strategic goals are met
  • Developing and maintaining performance feedback systems and evaluations that reinforce established customer experience standards and agent conduct

Your journey up to this point will likely have included successes in...

  • 5+ years of experience and proven success developing and managing a high-performance customer care team, preferably within an environment of incoming inquiries via phone, chat and email.
  • Experience working with virtual workforce planning, recruiting, and training.
  • Experience utilizing and implementing enabling technology (i.e., CRM applications) to drive a continuously improving customer experience
  • Experience with complex operational, process, and performance improvement projects. Prior experience with IT-related projects like system upgrade or new implementation is a plus
  • Strong leadership skills with ability to inspire, coach, and develop agents into an effective, highly motivated, results oriented team
  • Excellent written and verbal communications that are attentive to the needs of customers
  • Collaborative, solutions oriented, and comfortable with operating in an ambiguous and ever-changing environment
  • Passion for helping others with a combination of technical and interpersonal skills
  • Outstanding ability to manage relationships and balance customer, project, organization, and team needs to ensure mutually beneficial outcomes.
  • Excellent consultative skills and ability to communicate effectively across varied stakeholder audiences from the most junior to the most senior level roles.

Please note that the completion of a digital interview is required for consideration for this position.

Here is a little bit more about us:

Voice Systems Engineering, Inc. (VSE) pioneers’ technologies and builds brands that foster beneficial impact through direct personal connections. Our lines of business leverage the intuitive wisdom of psychic advisors to provide people with expert advice and care at the right time to help optimize positive and supportive interactions. We organize and operate our business using a system called Holacracy, a management practice that transforms outdated management command hierarchies into an agile, self-organizing workforce.

There are some serious perks to work with us. Our management process is built for high collaboration and innovation, we have flexible work hours and vacation policy, an on-site gym, dog friendly, yoga and fitness classes, and a ton of social opportunities.

We also enable totally remote work, if that’s more suitable for your life and career.

We offer a comprehensive benefits plan including:

  • Medical/Prescription/Vision Dental/Orthodontia
  • Company paid group life and disability insurance.
  • Retirement Savings Plan – 401(k) with company match
  • Tuition reimbursement
  • Health & Wellness reimbursement

Want to join forces?

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Voice Systems Engineering, Inc.

Address

Feasterville-Trevose, PA
19053 USA

Industry

Business

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