Customer Experience Assistant Manager

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Requirements:

• 5+ years of experience in customer support management, with a proven track record of meeting and exceeding KPIs such as SLAs, CSAT, and retention.
• Experience managing a team, including workforce management, and developing talent to drive performance.
• Experienced in implementing and managing Performance Improvement Plans (PIPs) to improve team and individual performance.
• Strong data analysis skills, including proficiency in spreadsheets (Excel or Google Sheets) and experience analyzing data using Tableau to drive insights and decisions.
• You are customer-centric with a passion for delivering exceptional service and improving customer satisfaction.

Responsibilities:

• Oversee a team of 4-6 supervisors, ensuring they effectively manage their teams’ development, productivity, and projects.
• Conduct regular performance evaluations and provide coaching to supervisors to enhance team effectiveness and individual growth.
• Manage payroll, PTO, and sick requests to ensure seamless CX operations and maintain optimal team capacity.
• Foster a positive team culture and improve eNPS by implementing initiatives that enhance employee satisfaction and engagement.
• Analyze historical data and current trends to accurately forecast staffing needs and ensure sufficient capacity to meet inbound demand, including during seasonal spikes.
• Develop and maintain workforce management tools and schedules that align with business needs and KPIs, such as SLAs and CSAT.
• Monitor real-time performance and adjust workforce allocation to ensure service levels are consistently met across all channels.
• Implement processes for continuous performance monitoring, and intervene with PIPs when performance does not meet expectations.
• Coordinate with People Team and Talent teams to ensure timely hiring and onboarding of additional staff as needed.
• Support the management of daily CX operations, ensuring that SLAs across all channels (email, chat, phone) are consistently met.
• Provide daily productivity and inbound reports, identifying potential issues and implementing corrective actions to maintain performance targets.
• Track contact reasons, analyze data to identify trends, and report findings to CX management to drive continuous improvement in customer service.
• Maintain and uphold the highest standards of customer service, with a target CSAT score of 85% or higher.
• Collaborate with the retention team to develop and implement strategies aimed at reducing churn and improving customer retention rates.
• Assist in managing seasonal spikes in customer support due to new product offerings, holiday surges, and other business milestones by ensuring adequate staffing and efficient processes.
• Work closely with internal CX leadership to implement structures, processes, and training programs that empower the team to deliver on our brand promise to customers.
• Participate in strategy meetings, providing insights and recommendations to improve CX operations and achieve business goals.