Program Lead – Operations Manager

🕒 Abril 13

🏈 Ohio – Remoto

🏈 Ohio – Remote

⏰ Tempo Integral

🟠 Sênior

⚙️ Operações

Candidatar-se

Encontrar Vagas Remotas Similares

Receber Emails de Vagas Remotas

📊 Verifique sua pontuação de currículo para esta vaga

Melhore suas chances de conseguir uma entrevista verificando sua pontuação de currículo antes de se candidatar.

Enviar Currículo

Compass Experience Labs

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🤝 B2B

🎯 Recrutamento

☁️ SaaS

B2B • Recruitment • SaaS

O Compass Experience Labs é o seu parceiro ideal para serviços de experiência do cliente (CX) específicos para a marca, projetados para apoiar tanto empresas em crescimento quanto grandes corporações. Eles se especializam em se tornar uma extensão da sua equipe, focando em entregar resultados que promovam o crescimento e aumentem a lealdade do cliente. Com mais de sete anos de experiência, a Compass aproveita a tecnologia de ponta e uma abordagem multifacetada para melhorar a satisfação do cliente, otimizar operações e construir fidelidade à marca. A empresa enfatiza seu compromisso com o bem-estar e desempenho dos agentes, fornecendo suporte global em mais de 350 idiomas, 24 horas por dia, 7 dias por semana.

Descrição

• Ability to manage multiple Client accounts - this role will oversee 4-6 different client accounts. • Ensure your account(s) are meeting client KPIs and service level expectations that are in our control • Lead weekly status meeting with clients which should include: Account Performance, Compass Performance, Trends, Updates, Value Add, etc. • Confidently lead conversations with clients. Be capable of educating, speaking to the numbers, and negotiating demands • Be the main point of contact for all client escalations • Adhere to an internal reporting cadence to help oversee the performance of your team and client • Promote growth of skills and performance improvement through mentorship of Team Leads and Customer Support Associates • Lead team communication around major account changes (i.e. HQ personnel, systems, timelines, channels, etc.) • Depending on account size, onboard new associates and make sure they have everything they need in order to start training and do their job • Participate in brand planning activities, such as FTE/headcount, platform optimization or automation, macros, etc. • Manage P&L to maximize margin and grow the account • When necessary, create, maintain and manage schedules, and approve timesheets and time off requests • When applicable, onboard new clients through coordination with sales, recruiting, and operations • Other duties as assigned by the VP of Client Operations

🎯 Requisitos

• Minimum 5-7 years of experience managing or supervising customer service reps in a retail or call center operations environment • 3+ years of experience of managing remote teams is highly preferred. • Experience and expertise with industry platforms (Zendesk, Gorgias, Kustomer, Gladly) a strong preference • Experience with Microsoft Powerpoint and/or Google Slides preparing and presenting Client business reviews. • Ability to be a balanced advocate for your team, the client, and Compass • Excellent written and verbal communication skills and a professional demeanor

🏖️ Benefícios

• Training and career development opportunities • Flexible schedules and remote working options • A comprehensive benefits package for FT US-based employees • Competitive wages • Paid time off and paid holidays • The opportunity to work with the best teams, supporting some of the best online brands!