Job Summary:

We are on the lookout for an Associate Manager to provide administrative support and drive operational excellence within our customer support department. In this multifaceted role, you'll act as a cornerstone, working closely with the Client Experience Sr. Manager to manage projects, streamline processes, and maintain strong relationships with key stakeholders. Your focus will be ensuring the smooth execution of operational and administrative tasks, facilitating communication across departments, and contributing to the department's success. If you have a knack for organization, a talent for cross-functional collaboration, and a passion for driving results, your role here will be pivotal.

Roles & Responsibilities:

• Provide strategic support and high-level leadership to contact center operations, ensuring optimal performance based on relevant business KPIs.
• Manage follow-ups, documentation, and data analytics for all business needs, ensuring a data-driven approach to decision-making and strategy.
• Collaborate with senior leadership to align customer experience strategies with overall business objectives, ensuring flawless execution.
• Drive the development and implementation of comprehensive customer experience strategies, focusing on exceeding customer expectations and achieving industry-leading service levels.
• Analyze and interpret customer feedback and market trends to identify opportunities for enhancing the customer experience and differentiating our brand.
• Work closely with cross-functional teams, including senior management, product, order admin, training, workforce management, quality assurance, and all other relevant stakeholders to client experience to align efforts and drive a consistent and exceptional customer service experience.
• Provide coaching, mentoring, and training to team members, ensuring they meet or exceed performance goals, customer satisfaction metrics, and quality assurance assessments.
• Ensure efficient and effective case management.
• Monitor Pod's business performance, identifying trends and opportunities for improvement to ensure the delivery of top-tier customer service.
• Ensure teams undergo re-training courses recommended by QA to elevate service quality and expertise continuously.
• Conduct regular team meetings, providing updates on company policies, procedures, and product enhancements, ensuring everyone is aligned and informed.
• Recognize outstanding agent performance and provide recommendations for disciplinary actions to the Client Experience Sr Manager, maintaining a high standard of service and accountability.
• Offer the senior manager insightful feedback and visibility into daily field operations, identifying trends and opportunities for improvement.
• Foster a collaborative culture of open and timely communication within your department.
• Participate in the selection, allocation, and staffing of new hires, ensuring the team is robust, skilled, and ready to excel.
• Perform other duties as assigned by the Client Experience Sr. Manager, demonstrating flexibility and a commitment to the company's overarching goals.

Skills & Qualifications:

• Minimum three years of prior experience in a relevant leadership role
• Excellent English and Spanish communication skills, both verbal and written.
• Proven cross-functional collaboration and communication skills.
• Proven record of leading cross-functional teams.
• Proven ability in project management, follow-up, and timely execution.
• Proven strong problem-solving and critical-thinking skills.
• Proven analytical and data-driven decision-making ability.
• Proven ability to gather and analyze data, translating insights into actionable strategies.
• Proven ability to work effectively under pressure and handle multiple tasks simultaneously.
• Proficient with internal software applications such as CRMs, Salesforce, Talkdesk, Point of Sale Systems, etc.

Targeted Markets/Industries:

• Contact Centers
• Program Management
• Data Analytics
• Strategy Support