What are the responsibilities and job description for the Manager Call Center position at Pearson?
Responsibilities:
Provide coaching, development, and strategic focus to Supervisors and Customer Experience Specialist . The source of customer success starts with a solid foundation from the manager that establishes the standard of excellence. This includes providing clear and concise daily, weekly, monthly key performance indicators, objectives, and goals, while ensuring that the team is accountable to those outcomes. Frequent coaching and strategic focus on key performance indicators and customer experience specialist performance. Also, there is an expectation to work closely with the Workforce Analyst.
Lead out policy and process improvement: This includes creating or modifying polices to ensure compliance and/ or operational improvement.
Relay feedback from customers to management. Aside from standard business reporting, it is important to value the importance of sharing critical and impactful information received from customers regarding (product request, services, trends, frustrations, etc.).
Embrace and support a Customer Success/Inside Sales Culture . A piece of customer experience is customer success and to aid in customer success it is important to be proactive vs reactive. Moreover, our customers deserve to be made aware of offerings, products, and services that will contribute to the success of their institution.
Provide Guidance and Oversight to Vendor. Oversee, guide, and coach vendor to ensure alignment to organizational expectations. Review performance and guide the team on where there are areas of improvement. This includes Backoffice, Front office, and Credit Services.
Success in this role is measured by customer satisfaction, NPS Scores, Service Level (SLA) achievement, sales revenue, and Renewal Rate
Requirements:
Minimum 5 year of proven experience of successfully managing remote customer service/ customer experience teams
Experience engaging with Executive leaderships and key stakeholders
Strong selling, relationship building, and customer relationship management
Ability to increase resolutions to issues and implement processes to streamline efficiencies
Strong communication skills
Long Term Strategic focus on Customer Success
Additionally, the role will require the following:
Produce weekly status reports on trends, gaps, areas of improvement as well as Weekly, Monthly, and Quarterly business reviews
Host and facilitated virtual meetings with supervisors and team to report out performance, acknowledge successes, and build a collaborative, data driven, and customer centric culture
Focus on adding value to customer while reducing customer churn via strategic customer success initiatives.
Establish a partnership and cadence of communication with other key stakeholders to ensure clarity, collaboration, and business continuity (sales, warehouse, vendor, portfolio, operations, etc.,).
High degree of professional integrity, responsiveness, and analytical skills
This is position is Remote.
The anticipated starting salary for Colorado-based individuals expressing interest in this position is $70,000This position is eligible to participate in an annual incentive program.
Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/
Job: CUSTOMER SERVICE
Organization: Assessments Clinical
Schedule: FULL_TIME
Req ID: 1761
