Application Deadline: 9/30/2024 or until position filled. 

General Summary

The Customer Experience Center (CEC) focuses on improving the customer experience and growing revenue through the day-to-day interactions with Rise Broadband customers. The Director of Customer Experience and Quality Assurance coordinates has specific responsibilities within their team to ensure Quality Assurance and KPI performance is met effectively and efficiently throughout all functions of the CEC. Nature of initiatives driven by the team includes but is not limited to: Analyzing employee workflow, implementing process improvements, identifying opportunities to improve the customer experience, identifying system and tool enhancements, and leading cross-functional programs to improve CX, EX, productivity, reducing churn, and growing revenue. The position is an integral part of the CEC leadership team providing insights and best practices leading teams focused on Quality Assurance, Workforce Management, and Customer Analytics. This role is a critical partner in the attainment of business goals, and being comfortable leaning into other departments within the CEC to ensure key metrics are performing. 

Essential Duties/Responsibilities

 

Serve as primary liaison to CEC leadership and provide recommendations for improved processes.  Deliverables may include analysis of call data, project action plans, collision calendars, actions register, training materials and job aids, flow charts, and power point presentations.Strong collaboration with the Reputation Management teams in the CEC to manages customer facing programs, mobilizing customer feedback to identify area of improvement and fostering a community of engaged customers. Supports the team who provides work direction and feedback to other operation teams in the CEC. Including but not limited to evaluating customer interactions, identifying areas for improvement, providing effective coaching to enhance the overall customer experience. Support the team who develops the quality of standards for the CEC, conducting analysis and identifying issues across all production areas.Provides guidance to team members on administrative and technical problems.  Develop team behaviors and empowering team members to plan and execute work.  Assist in staffing activities, provides recommendations on process and policy adjustments for efficient productivity. Prepares and delivers formal presentations to colleagues and management as needed.  Shares “best practices” for staff development and technical expertise.Viewed as a resource assigned to the company’s most critical efforts.Through formal and informal training, continues development of personal and professional skills. Establishes and participates in industry and other professional networks to ensure awareness of social, economic, and other trends that may affect the business or direction of the Company’s initiatives, policies and programs.Participates in audits of new hire training and upskill training to ensure updates are included and effective.Performs other related duties as assigned.

 

        

Job Requirements 

Business related College degree required Ideal 5 years’ experience in a business analyst, project management, or program management role in a complex business and systems environment. Process management background preferred Familiarity with working directly with senior management preferredExperience with technical alternatives and basic knowledge of emerging technologies.Proven track record leading large, successful projects. Well-developed communication skills and the ability to maintain positive and cooperative working relationships with team members. Must have excellent judgment, leadership and communication skills. Must exhibit creativity and innovation in solutions; must be broadly focused and able to manage multiple efforts concurrently.Experience in Call Center support or leadership a plus

 

Working Conditions

 

Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.Working conditions may include being in an open (shared) cubicle/workspace area.

 

Disclaimer

 

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.

 

Please feel free to review our Benefits at the following link: https://www.risebroadband.com/careers/benefits/