Manager - Customer Experience

Job Summary

This position is a hybrid role based our of our Charlotte Office: 5016 Parkway Plaza Blvd, Charlotte, NC 28217

The Customer Experience Team Manager (CX Team Manager) leads high performing teams to deliver exceptional customer experience and meet business/operational objectives.  The CX Team Manager ensures frontline employees have adequate support and tools to deliver excellent customer service, effectively handle escalations, and ensure customer safety on behalf of AmeriGas.  Their leadership is critical to ensuring teams are adequately staffed, properly trained, and operating in accordance with company processes and standards.  The CX Team Manager ensures team goals and performance expectations are achieved; customer satisfaction, operational effectiveness, and financial management are key to the CX Team Manager’s success.  

The CX Team Manager is a key member of the center Director’s leadership team and is primarily responsible for maintaining a customer-focused environment for both internal and external customers, and for the development of corresponding policies, procedures, and operating structure for the facility. The CX Team Manager is continually engaged in inspiring their team to develop, document, and implement best practices in the performance of all duties and responsibilities. 

Note that all element of the Customer Experience Supervisor role apply to the CX Team Manager.  Additional elements that reflect the career progression to CX Team Manager are as follows:

Duties and Responsibilities

-Supports the Director and directives to provide exemplary customer service.
-Partners with the Human Resources for recruiting, engagement, development, compensation, and performance management of frontline employees. 
-Develops annual performance objectives and goals for the frontline; ensures objectives are achieved at the individual, team, and functional level.
-Coaches supervisors to ensure effective performance management practices are utilized; develops future leaders of the business.
-Builds and leverages operational and performance data to monitor effectiveness and proactively takes action to address gaps; drives performance excellence
-Manages development and implementation of new programs and associated training, policies, processes, and reporting. 

Knowledge, Skills, and Abilities

-Demonstrated success in service/support operations and direct supervisory responsibilities; able to effectively manage performance across multiple teams.
-Strong knowledge of contact center operations and supporting functions (human resources, workforce management, quality, marketing, process management)
-Exceptional communication skills (verbal, business writing, executive presentations)
-Makes sound, objective customer and business-driven decisions; operates with a thorough understanding of the situation, procedures, policies and business practices to achieve desired results and take timely action; works with minimal direction.
-Proactively seeks to improve individual and operational performance; drives a culture of continuous learning and improvement; readily and willingly collaborates across AmeriGas to develop and implement new ideas 
-Ability to analyze data and develop informative reporting and business strategies; effectively leverages data  and proactively takes corrective action when needed
-Ability to manage multiple projects simultaneously; meets deadlines

Key Characteristics

-Strong business acumen around contact center management including team supervision and development, performance metrics, workforce management, quality, and operational policies and processes.
-Ability to provide strong, dynamic leadership to mentor, develop and guide multiple teams/functions.
-Strong business and performance management practices; proactively seeks opportunities to continuously improve customer experience and operational effectiveness
-Proactive and highly collaborative; readily and willingly partners across the center and AmeriGas to drive improvement in every aspect of the business
-Works with the highest levels of personal quality, objectiveness, and integrity.

Education and Experience

Bachelor’s Degree; Masters degree preferred
5+ years leadership experience in 50+ seat contact center environment. 

Working Conditions

Work occurs inside in a contact center/office environment.  Limited travel for occasional meetings required.
Must be available to work varying schedules and hours including some weekends and holidays as workload dictates; potential for 24/7/365 day operations in future; available for on-call support as needed.