Program Lead – Operations Manager

🕒 il y a 1 mois

🏈 Ohio – Distant

🏈 Ohio – Remote

⏰ Temps Plein

🟠 Senior

⚙️ Opérations

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Compass Experience Labs

Site WebLinkedInTous les Emplois

201 - 500 employés

🤝 B2B

🎯 Recrutement

☁️ SaaS

B2B • Recruitment • SaaS

Compass Experience Labs est votre partenaire de choix pour les services d'expérience client (CX) spécifiques à votre marque, conçus pour soutenir à la fois les entreprises en croissance et les grandes sociétés. Ils se spécialisent dans l'intégration au sein de votre équipe, en se concentrant sur la livraison de résultats qui favorisent la croissance et renforcent la fidélité des clients. Avec plus de sept ans d'expérience, Compass exploite une technologie de pointe et une approche multifacette pour améliorer la satisfaction client, rationaliser les opérations et améliorer la fidélité à la marque. L'entreprise met l'accent sur son engagement envers le bien-être et la performance de ses agents, offrant un support global dans plus de 350 langues, 24 heures sur 24, 7 jours sur 7.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

• 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!