Customer Experience Assistant Manager
New
C
CookUnityFood Delivery
Hybrid Model: You will be required to attend our office on demand, but keep in mind that the position is mainly remote., Monday to Friday (2 PM to 10 PM EST). This role requires availability to supervise one weekend per month.Full-TimeManager
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Languages
- English
- Experience
- 5+ years
- Required Skills
- Data AnalysisTableauMicrosoft ExcelGoogle Sheets
Requirements
- Outstanding level of English (oral and written).
- 5+ years of experience in customer support management.
- Proven track record of meeting and exceeding KPIs such as SLAs, CSAT, and retention.
- Experience managing a team, including workforce management, and developing talent.
- Experience in implementing and managing Performance Improvement Plans (PIPs).
- Strong data analysis skills, including proficiency in Excel or Google Sheets.
- Experience analyzing data using Tableau to drive insights and decisions.
- Ability to work Monday to Friday, 2 PM to 10 PM EST, with one weekend per month.
- Availability to work on Argentinian public holidays.
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.
- Analyze historical data and current trends to forecast staffing needs and ensure sufficient capacity to meet inbound demand.
- Monitor real-time performance and adjust workforce allocation to ensure service levels are consistently met.
- Implement processes for continuous performance monitoring and manage performance improvement plans (PIPs).
- Support the management of daily CX operations across email, chat, and phone channels.
- Track contact reasons and analyze data to drive continuous improvement in customer service.
View Full Description & ApplyYou'll be redirected to the employer's site
