This position is based out of our office in Cottonwood Heights, UT and is an in-office work environment .
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Job Summary

The Sr. Manager, NSC Service role is responsible for overseeing the entire customer service department, ensuring that all operations run smoothly and efficiently. They develop and implement strategies to enhance customer satisfaction, resolve escalated issues, and maintain high levels of service quality. Key duties include managing the leadership staff, setting performance goals, analyzing service metrics, and collaborating with other departments to improve processes and policies. They also stay abreast of industry trends and technologies to continually enhance the customer experience. Overall, the Sr. Manager, NSC Service role plays a pivotal part in fostering a positive environment that prioritizes customer needs and contributes towards company success.

Primary Responsibilities

· Directs and leads the Service Team Lead roles in creating/maintaining a strong customer service focused environment, driving towards one-contact resolution targets and CX goals

· Responsible for achieving annual business targets - One contact resolution percentage, handle time metrics, Customer Sentiment scores, Agent utilization and adherence metrics, employee engagement scores.

· Assists with development and administers operating plans and functional budgets for the contact center

· Develops policies and procedures addressing common customer and agent scenarios

· Works with L&D department in identifying training opportunities to improve contact center performance

· Partners with Operations teams, CX, Marketing, and product teams to ensure plans are appropriately executed and to identify new opportunities that will increase performance, reduce costs and customer frustration points

· Serves as the point of contact with nearshore and offshore BPO contact centers, holds partners accountable to EXR metrics and goals shared with BPO partners

Job Specifications

· Contributes to strategic planning, direction, and goal setting

· Establishes departmental policies, practices, and procedures surrounding the Call Center

· Leads and directs the work of other employees, including hiring, performance management, and termination

· Fosters teamwork

· Leadership skills

· Decision making skills

· Proficient in data analysis

· Build collaborative relationships

Education and Experience

· Associates Degree Required, Bachelor's degree preferred.

· 5+ years prior management experience.

Working Conditions/Physical Demands

Performs sedentary work in an office environment with limited lifting (less than 10 pounds) or walking required. Close visual acuity required to perform work at computer terminal. No exposure to adverse environmental conditions. Requires repetitive typing motion, talking, hearing, grasping and feeling.

Disclaimer

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.