- Coordinate workflow within the team, including prioritizing jobs and delegating duties to associates while providing a productive and motivating working environment.
- Administrative - Perform administrative tasks, provide volumes/billing inputs to one-up Manager, and other assigned duties in a timely manner. Ensure adherence to company policies and guidelines, safety & security procedures.
- Quality/Workflow compliance - demonstrate commitment and enthusiasm and utilization of quality tools to drive SLA attainment and exceed client expectations. Ensure service levels are clearly communicated and understood. Develop a deep bench of talent by focusing on performance management and succession planning.
- Coaching & counseling - create a positive atmosphere of professionalism and support. Provide honest and timely verbal and written feedback to employees; address performance issues with directness and sensitivity with guidance from manager and human resources.
- Personnel Management - Performs all functions in HR Access to include time and payroll authorization. Duties also include acquiring top talent through direct involvement in the interview, hiring and on-boarding process; termination authorization, annual reviews and merit increase actions, with approval from HR and/or one-up manager.
- Utilizes technology to perform tasks efficiently and demonstrates the ability to communicate effectively both orally and written.
- Position may require Site Supervisor to perform site activities due to unanticipated volume increases, staffing coverage issues and/or special project needs requested by clients.
- Track required metrics to measure success and develop strategies to improve the experience that we deliver to our customers
- Serve as central point-of-contact to local customer management and other leadership partners
- You need great people skills, patience and the ability to multi-task to be good at this job.
- Proven leadership experience required
- Minimum of 2 years supervisory experience
- Minimum of 3 years customer service experience
- Effective customer relationship building skills, and uses creative solutions to exceed customer expectations
- Demonstrates good judgment under pressure, and works well in a multi-tasking
- Effective written and verbal communication skills; proven analytical skills
- Solid, basic mathematical skills required
- Excellent planning, prioritization and organizational skills
- Proven experience in high volume/fast paced environment
- Computer proficiency in email environments, MS Word/Excel or similar programs
- High School Diploma required.
- Lifting up to a maximum of 55lbs. or the maximum allowed by current State law with or without accommodations
- Ability to stand, sit and/or walk for long periods of time with or without accommodations
- Must have a valid driver's license.
- Undergraduate degree preferred or equivalent work experience.
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Client Experience Manager - San Francisco, United States - Exela Technologies Inc.
Description
Customer Experience Manager - San Francisco
Exela Enterprise Solutions is seeking a high energy individual to fill a Customer Experience Manager I position in San Francisco, CA.
In addition to being organized and able to multi-task, this role requires a go-getter with a positive attitude who is excited to work with the leading provider of innovative, cloud-based solutions in the document outsourcing industry.
A Customer Experience Manager's daily tasks will involve:
Skills and requirements:
Preferred Qualifications:
The pay range for this position starts is $76,000-$81,000; however, base pay offered may vary depending on job-related knowledge, skills, and experience.
Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.
"LI-Onsite
