Director of Customer Experience Operations

2 weeks ago

Winkler, Manitoba, Canada Pinnacle | Executive & Professional Search Full time

About the Role:

Pinnacle | Executive & Professional Search is seeking a highly skilled and experienced Director of Customer Experience Operations to join our team. As a key member of our organization, you will be responsible for leading and managing a team of contact centre professionals, driving customer satisfaction, and implementing strategies to optimize departmental performance.

Key Responsibilities:

  • Oversee and manage team leads within the contact centre, providing training and support, and implementing strategies for improving customer experience, driving sales, and utilizing agents during downtime.
  • Monitor metrics and departmental standards, ensuring team leads are reaching set goals.
  • Develop strategies by assessing sales and call trends, handle times, net promoter scores, departmental costs, and customer satisfaction reports.
  • Remain engaged with team leads and their direct reports; keep your finger on the pulse of the company, constantly assessing progress.
  • Guide team through change management and company optimization project; identify who on the team will benefit from cross-training and development.
  • Support workforce planning and HR duties within contact centre.
  • Troubleshoot, handle, and resolve employee issues.

Requirements:

  • 4+ years experience managing a call centre team with a multi-disciplinary focus.
  • Strong computer aptitude; familiarity with MS Excel; eager and able to learn new software for reporting and analysis.
  • Exceptional written and verbal communication and customer service skills.
  • An entrepreneurial, sales-driven, customer-focused mindset.
  • Strong knowledge of CX strategies and customer journeys.
  • Strategic and goal-driven; motivated to build and grow the department.

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