Manager, Customer Experience
1 month ago
The Manager, Customer Experience is responsible for day-to-day operations and management of ZOLEO’s global customer experience team, providing a consistently high level of service for ZOLEO customers.
Full-time
Hybrid
Toronto, CanadaAbout ZOLEO:
ZOLEO is an industry-leading provider of global safety and messaging services that’s changing how consumers stay connected when traveling beyond mobile coverage. Designed for outdoor enthusiasts, organizations that work in remote areas, and people who live on the fringe or outside of wireless coverage, ZOLEO is the first consumer-focused solution that enables messaging and SOS emergency response services that works seamlessly across cellular, wifi, and satellite networks, and is now available for sale in selected countries in North America, APAC and Europe.
ZOLEO Inc. is a joint venture between two leaders in the mobile satellite space – Roadpost Inc. of Toronto, Canada and Beam Communications of Melbourne, Australia. We launched our flagship product (www.zoleo.com) in early 2020 and have met with early and rapid success, with a fast-growing subscriber base. The ZOLEO product has built a reputation as an easy-to-use messaging and safety tool for people who travel into remote areas for recreation or business use.
Summary:
The Manager, Customer Experience is responsible for day-to-day operations and management of ZOLEO’s global customer experience team, providing a consistently high level of service for ZOLEO customers.They have a strong aptitude and understanding of contact center metrics and KPI’s and use that information to drive change while workingwith their TeamLead’sand CustomerExperience Associates, the Manager sets the tone, provides leadership, coaching, training, and supportin order tomeet key performance targets for customer satisfaction and retention, while at the same time maximizing operational efficiency and long-term scalability within the team.
This role is based in Toronto and reports to the Vice President of Operations. The role will be responsible for managing a virtual (remote), distributed Customer Experience teamandTeam Leads located across ZOLEO’s various global territories (North America, Asia Pacific, Europe/UK, and any future territories). This is a hybrid role requiring 2-3 days in office on a weekly basis.
Key Responsibilities:
- Oversee themanagement ofallinbound customer care communicationchannelsincluding phone, email,live chat, communityor social mediaposts,and after-hours support ensuringoptimalserviceand response times.
- Through regular auditing, continuously improve upon the customer experience by ensuring highest quality standards with agent response. Identify and address opportunities with agent knowledge, training, workflows, communication skills and “call flow engineering” to continuously elevate standards and ticket QAscores.
- Continuously build upon achievable customer satisfaction goals (CSAT).
- Working with the Team Leads, optimize agent and team productivity through effective scheduling, workload balancing and productivity metrics and objectives.
- Regularly review, categorize, analyze, and improve upon key performance indicators (KPIs) including(among other metrics) call drivers byissue type,AHT,SLA’s,“one-touch”ticket handling efficiency,% of base calling.
- Responsible for skills development, training, resource forecasting and succession planningensuring continuing depth of knowledgewithin roles, functions, and coverage.
- Effectively manage, coach, and develop a team of (technical and non-technical) customer experience teammembers.
- Support the development and implementation of best practicesrelating to process, workflow and queuedesign.
- Develop and manage a structured skills-based Tier 1 and Tier 2 support system that allows CSRs to quickly learn and become proficient with low complexity / high volume tasks while gradually being able toscale.
- Working with the Team Leads, implements individual personal growth plansfor allteammembers.
- Act as an escalation point of contact, managing customer complaints through to an appropriateresolution.
- Develop a strongworking knowledge of all relatedsystems, processes,products, services,and changes in technology.
- Establish and maintain effective working relationships with a wide variety of individuals, suppliers & stakeholders.
Qualifications & Skills:
- At least3-5years experience ina contact centerManager capacitymanaging asmallteam of Tier 1 and Tier 2 customer service representatives, preferably with a telecom or networking solutionscompany.
- Knowledgeable with key customerservice-relatedmetrics and KPI’s. Utilizes the data to drive continuousimprovement.
- Highly adaptable and agile, able to quickly pivot in an environment of shiftingpriorities.
- Skillful leader, acts as a catalyst for change and continuousimprovement.
- Excellent leadership, interpersonal and communication skills. Fosters teamwork, drives collaboration, peer support and a culture of skills development continuousimprovement.
- Adept at anticipating and planning for busy periods, future needs, considers alternate solutions.
- Proven time management and organizational skills, able to multitask and managepriorities.
- Skilled critical thinker, can easily troubleshoot and drive problem solving andprioritization.
- Proficiency with Zendesk, including ability to manage and update system queues, metrics, etc.
- Understanding of wireless (voice and data) technology as well as remote messaging technology.
Highly Desirable:
- Experience managing call centersacross multiple time zones on a 24x7basis
- Multiple languages, verbal and written, especially English (as a primary language), French, German, Spanish
- Technical aptitude, working knowledge oftechnology products, systems (satellite/telecom experience a bonus)
- Experience working with enterprise/corporateaccounts
- A post-secondary business, technical, or engineering degree or equivalent experience
- French verbal and written communication skills
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