Job Description
Who we are:
InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.
Key Responsibilities:
Lead customer care efforts, building out and executing on a global roadmap rooted in SLAs and KPIs.
Establish and evolve reporting on SLAs, KPIs, and other relevant insights, regularly present data to leadership.
Manage client communication and relationships.
Evaluate existing systems and processes and implement redesigns to improve and optimize KPIs and efficiency.
Establish clear and measurable goals for the customer service teams; develop applicable metrics and track achievement of goals.
Oversee the deployment of technology and features that improve customer experience.
Act as a change agent, systematically driving continuous improvement and operational excellence.
Stay abreast of overall business targets, schedules, and activities.
Work closely with other functions for efficient day-to-day business operations.
Collaborate other groups to address customer-impacting issues, armed with clear, data-driven business cases.
Manage the appropriate budgets and ensure staffing workforce planning adequately to cover volume and achieve SLAs.
Oversee the training and development of current/new hires to provide the level of service that exceed customer expectations.
Ensure full compliance with all regulations, compliance, and audit reports.
Manage P&L for the program(s).
Participate in community engagement activities
Qualifications:
A minimum of a Bachelors’ degree is preferred, or equivalent work experience.
10+ years of customer care, customer service, BPO operations, and/or consulting experience
5+ years of experience in a people management role preferred.
Experience presenting to senior leadership, partnering cross-functionally, and driving change.
Complete understanding of BPO operations, vendor management, operating procedures, and performance metrics; strong knowledge of CRM, call center software tools, and cloud-based telephony.
Demonstrated leadership and ability to work independently with minimal direction.
Ability to establish a positive working environment, coach, and guide teams.
Established competency in creating and rolling out customer service processes, policies, and procedures.
Highly developed problem-solving skills and sound decision-making combined with analytical experience are required; ability to analyze data, identify issues, and implement process improvements.