CUSTOMER EXPERIENCE MANAGER (QUALITY ASSURANCE)

Position Summary

Oversees CE Team Leads to ensure tasks / responsibilities are carried-out effectively and efficiently.

Designs and implements career development plans for each role to ensure maximum client, operational, and personal effectiveness . Responsible for final analysis, review and approval of recommendations for improving the quality of service of Operations and maintaining high Customer Experience standards.

Supports a ratio of more than 1000 frontline FTEs

Functional Responsibilities

Coaching and Development - Supports CE Team Leads through regular and consistent coaching.

Reinforces team strengths and creates customized action plans to develop areas of opportunities within team members. Properly documents development and progress.

Collaboration - Encourages collaboration amongst other departments to contribute to company’ s and business strategies. Designs and implements action plans, policies, and procedures to guarantee high CSAT performance of the company as directed by Management.

Operational Review - Actively participates within internal and external meetings (WBR, MBR, QBR, YBR, etc) to discuss trends, action plans and reinforces strengths to progress within account. 

Provides recommendations for possible solutions, and drives process innovation.

Verint - Ensures tool’ s usage, as well as self-training for all available versions, practices and maintains an open communication with IT, and TI POC to report any outages, etc. 

Maintains updated data to comply with recording & according to client SOW. 

Ensures team members are utilizing the tool as well as trained to take advantage of all functionalities.

Client Relations - Manages client communication and is the point of contact to align Quality Assurance, business strategies, and contributes as partners to develop process improvement between TELUS International and the client. 

HC Forecasting and Right-sizing - Works with Operations and Workforce in determining FTE forecasts and maintains support-to-agent ratios based on set agreements or SOW.

Handles headcount requisition and ensure promotions and movements are completed.

Team Management - Designs improvements for departmental structures geared at providing career opportunities and growth for CE staff. Keeps abreast on departmental morale as derived from discussions with CE staff. 

Maintains an atmosphere of open communication by scheduling regular group discussions with team members to illicit information on needs, requests, and issues currently faced.

Coordinates and assists in resolving concerns faced by CE team members. Performs administrative tasks such as payroll, status change forms, 202 folders, etc.

Qualifications

Bachelor’ s degree in any field Must have at least 6 years working experience in a call center, at least 5 years within the quality space and 3 years as a manager with impeccable performance.

Must have coaching experience Proficiency with MS Office applications (i.e. MS Word, Excel, etc.)

Knowledge of Business Process Improvement frameworks such as Six Sigma, COPC, ISO, Project

Management skills and MS office

Strong Analytical skills. Good problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. 

Operates with minimal supervision. Good multi-tasking skills. Excellent supervisory and management skills.