Internal Job TitleManager, Customer Response Centers

Executive responsible for the holistic operation of Customer Response Centers. Oversees all aspects of execution for the operation to drive towards exceptional customer service and all strategic goals. Partner closely with the GM, Distribution Service Ops in the overall development of service strategy and implementation. Manage and implement assigned network wide mission strategies that span all aspects of Service. Responsible for tailoring and executing service strategy in order to ensure employee, customer, and company targets are achieved in GRM US Service.

Responsible for establishing and executing on strategy for Customer Service Center. Oversee internal employee base along with external partnerships to drive operational excellence and superior customer experience. Inspire and motivate service organization to deliver world class customer experience and support GRM US goal to be Top 3 PC Carrier. Hire, mentor, motivate and manage team to plan, execute, track and continuously improve the customer experience. Responsible for resource allocation i.e., staffing, workflow needs, systems support, etc. with respect to business needs identifies inefficiencies and capitalizes on innovative technologies/solutions. Executes on strategic direction and operational delivery of all programs initiatives throughout the Customer Response Centers. Manage and implement assigned network wide mission strategies that span all aspects of Service. Infuses diversity, equity, and inclusion into all operational aspects. Coordinates efforts among other departments and stakeholders to ensure accuracy of both long and short term call volume forecast. Identifies strategic areas for call center development and designs expansion plan initiatives, based on current call center results. Determines additional distribution channels and makes recommendations based on research. Identifies best practices in the marketplace through benchmarking studies, professional networking, and personal contacts, etc. Works with other departments and SBUs to consult on interdepartmental/interSBU activities in order to ensure that Liberty meets client/customer expectations. Lead, motivate, train and develop CRC site managers. Responsible Executive for developing and executing in partnership with stakeholders call deflection efforts and enhancing digital customer experience.