Cx & Optimization Leader

3 days ago

Woodbridge, Canada UTG Full time

**Customer Experience and Operations** **Leader**: As part of your focus around Customer Experience Management you should thrive in an independent environment where you will be responsible for both practical CX tasking through to developing CX Design, strategy and growth optimization. This CX Leadership role will evaluate processes, procedures and operations to identify patterns or opportunities for improved CX experience design, strategy and problem solving under pressure.

Responsibilities will focus on owning, and delegating where appropriate, all District generated CX queues and actionable items. For certainty, this roll will involve some direct customer engagement for resolution with a focus on identifying CX patterns and process adjustments to reduce errors, or instances of negative customer experience. This CX Leader role will call on high organizational skills, low anxiety personality with the ability to not only drive practical solutions in dealing with high demand customer follow-up queues, but the additional capability to create solutions and CX Design recommendations and enhanced growth opportunities to the platform.

**Duties and Key Responsibilities**:

- Responsible for overall CX Management - Meeting both Enercare and UTG performance Metric
- CX centric management of the day-to-day queues for resolution
- Collet data to analyse for improved CX and engineering processes to reduce, eliminate or optimize
- Motivating the team to exceed organizational goals by analyzing raw data (i.e. lead gen profiles and optimization)
- Working with Team Leaders to ensure that Calls are completed in a timely manner (Planning / Installation / Operations and Inventory, other micro-impacts)
- Working with Leaders to implement changes
- Develop research and data mining for organizational optimization
- Develop, publish and distribute certain dashboards to Leadership team as required
- Enhance Weekly Tech Scorecard
**Qualifications and Competencies**
- This position would benefit from having a: CX Management degree or related advanced certifications, background in Media, Information and Technoculture, Data Aggregation and Management, Certifications that are CX Experience based
- CX centric in approach and background
- Highly professional communication, organization and interpersonal skills that enable effective interaction with all Teams and customers.
- A strong listener who is skilled in effective questioning and engaging
- Encourages two-way communication with the team and with everyone
- A strong relationship builder

Additional pay:

- Overtime pay

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Paid time off
- Vision care
Schedule:

- 8 hour shift
Ability to commute/relocate:

- Woodbridge, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (required)
**Experience**:

- Customer Service: 3 years (required)
- HVAC: 1 year (preferred)
- Data Aggregation and Management: 1 year (required)
- Media, Information: 1 year (required)

**Language**:

- English (required)

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