Blog - EarthLink.

Sr. Manager, Contact Center Performance

Job Title
Sr. Manager, Contact Center Performance
Job ID
27621835
Location
Atlanta,  GA 30328
Other Location
Description
EarthLink, a leading provider of Internet Services is seeking a Sr. Manager of Contact Center Performance to add to our growing Team.

The Senior Manager of Contact Center Performance is responsible for managing the  customer lifecycle at the contact center level.  This person will be responsible for driving customer loyalty, engagement, satisfaction and value. This role will drive both the strategic direction and the tactical, day-to-day activities. This person must enjoy creative problem-solving, have the ability to adapt quickly to changing priorities, and thrive in a fast paced & collaborative environment.

Job Duties:
 

·        Identify and evaluate state-of-the-art technologies.

·        Define user requirements, establishing technical specifications, production, productivity, quality, and customer-service standards.

·        Contribute information and analysis to organizational strategic plans and reviews.

·        Develop processes & training to provide Installation Services, Technical Support, Customer Service and Retention for new Business Customers.

·        Oversee Call Center Partners to hire, train and onboard new agents.

·        Manage quality and performance metrics to optimize customer experience.

·        Partner with cross functional teams to ensure effective communications & superior customer experiences.

·        Optimize and manage Customer Communications (Email, SMS, in-app messaging, self-help, newsletter etc.)

·        Manage online reputation and customer feedback.

·        Develop and implement a Customer Referral Program.

·        Refine and administer Customer Satisfaction measurement programs.

·        Design and manage customer upgrade programs.

·        Leverage customer feedback to identify issues and opportunities

·        Partner with cross functional teams to ensure effective communications & superior customer experiences

·        Must have experience managing outsourced call center partners and driving performance through standard call center processes and metrics.

·        Identify and evaluate state-of-the-art technologies.

·        Define user requirements, establishing technical specifications, production, productivity, quality, and customer-service standards.

·        Contribute information and analysis to organizational strategic plans and reviews.

·        Develop processes & training to provide Installation Services, Technical Support, Customer Service and Retention for new Business Customers.

·        Oversee Call Center Partners to hire, train and onboard new agents.

·        Manage quality and performance metrics to optimize customer experience.

·        Partner with cross functional teams to ensure effective communications & superior customer experiences.

·        Optimize and manage Customer Communications (Email, SMS, in-app messaging, self-help, newsletter etc.)

·        Manage online reputation and customer feedback.

·        Develop and implement a Customer Referral Program.

·        Refine and administer Customer Satisfaction measurement programs.

·        Design and manage customer upgrade programs.

·        Leverage customer feedback to identify issues and opportunities

·        Partner with cross functional teams to ensure effective communications & superior customer experiences

·        Must have experience managing outsourced call center partners and driving performance through standard call center processes and metrics.

·        Performs other related duties as assigned.

Competencies: To perform the job successfully, an individual should demonstrate the ability to:

·        Recognize and act on opportunities to cultivate or expand new business.

·        Take calculated risks to accomplish goals.

·        Communicate effectively both verbally and in writing.

·        Monitor and measure customer satisfaction.

·        Demonstrate effective problem-solving skills.

·        Travel up to 25% of each month.

·        Be results oriented, pay attention to detail, have a positive attitude and communicate effectively.

This is not a remote position, although we are currently working remotely due to the ongoing Pandemic.  This person must be in the Atlanta-metro area and be able to commute to our Sandy Springs office when it is safe to do so.  Out-of-state candidates will not be considered.  

Once you have completed the application, please 

follow the link below to complete our Culture Survey Index, as part of the recruitment process. This survey takes approximately 7-10 minutes and provides us with data measuring seven work-related traits.

  • There is no pass or fail.
  • There are no correct or incorrect answers.
  • Only work-related behaviors are measured.
  • It cannot determine age, race, gender, or religion.

https://take.surveys.ci/s/1MrMigFi1f/52858

EarthLink offers a full benefits package including Medical, Dental, Vision, Life Insurance, Long-and-short-term disability coverage, a 401k Plan with match and free EarthLink Internet.

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Pay Range
$80,000.00   None to $95,000.00   None

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