Sr. Manager of Customer Experience - Onboarding

EarthLink, a leading provider of secure Internet services based in Atlanta, is seeking to hire a Senior Manager of Customer Experience to manage Customer Onboarding. This person will be responsible for driving customer loyalty, engagement, satisfaction and value through the onboarding process and subsequent lifecycle through our offsite contact center operations.  This role will drive both the strategic direction and the tactical, day to day activities.

We are looking for someone who enjoys creative problem-solving, can adapt quickly to changing priorities, will thrive in a fast paced & collaborative environment, is self-motivated and has a clear & effective communication style. You will need to be able to synthesize multiple data points to make good decisions, both independently and as part of a larger team. A background in customer experience, product management or contact centers is preferred.

Responsibilities:

• Manage day-to-day operations at remote customer contact centers (Business Process Outsourcing experience a plus).
• Monitor call center metrics (live monitoring of call volume, average handle time, average speed of answer, abandonment rate, agent utilization).
• Facilitate onboarding of new customers[SJ1] [MS2] [MS3]  to each call center, including training of call center agents on specific needs/protocols for new customers.
• Develop call trees to ensure all customer calls are routed to the proper call queue and agents.
• Develop and monitor appropriate KPI’s to measure call center performance.
• Design and document processes and disseminate to out-sourced agent teams.
• Create training on complicated processes that span several lines of business (Customer Service, Onboarding, Technical Support, Retention).
• Partner with Product team to ensure operational readiness for all product introductions.
• Observe, listen to and review agent interactions with customers, provide constructive feedback to management and enhance call-taking techniques to improve ability to serve customers.
• Gain intimate knowledge of agent policies, review data points crucial to the success of business, provide recommendations on new process adaptation, document and publish procedures to internal Knowledge Base website.
• Continuously evaluate methods to enhance operational efficiencies that enhance the customer experience and decrease churn.
• Execute intricate projects interdepartmentally, including preparing for new product launches, introducing significant changes to processes and communicating these modifications.
• Consistently review processes for all products to ensure best practices are being followed.
• Interact with Management Teams within U.S. Telecommunications industry, develop relationships with their personnel, create process improvement plans.
• Forecast customer call volume using historical data, predictive analysis of agent attrition patterns, and adjust headcount by recommending new hire classes to ensure proper staffing for call volumes.