Supervisor, Regional Customer Experience

Job title:

Supervisor, Regional Customer Experience

Company

(ISC)²

Job description

OverviewYour Future. Secured. ISC2 is a force for good. As the world’s leading nonprofit member organization for cybersecurity professionals, our core values — Integrity, Advocacy, Commitment, Diversity, Equity & Inclusion and Excellence — drive everything we do in support of our vision of a safe and secure cyber world. Our globally recognized, award-winning portfolio of certifications provide an independent and globally recognized endorsement of cybersecurity knowledge, skills and experience for all career levels. Our charitable arm, the Center for Cyber Safety and Education, enables ISC2 and our members to serve the public by educating the most vulnerable about cyber risks and empowering access to enter and thrive in the cyber profession. Learn more at ISC2 online and connect with us on Twitter, Facebook and LinkedIn. When you join ISC2, you’ll demonstrate your commitment to an inclusive and equitable environment. Your support of the unique perspectives and experiences shared by our global cybersecurity workforce and profession will be recognized. We invite you to take an active role in helping us create a true sense of belonging across our organization — an environment of authenticity, trust, empowerment and connectedness that empowers all of our successes. Learn more.Position SummaryThe Supervisor, Customer Excellence is a customer centric leader who drives excellence and continuous improvement within the global customer experience team. You will lead a team of Advisors who contact our customers to promote our products and services, identifying areas where we can improve the existing customer experience. You will also assist with the development of programs that ensure our teams have the skills and tools required to achieve the department vision, strategy, and key performance indicators.Responsibilities

• Supervise a team of Advisors and Quality Control Associates and ensure KPI’s are met or exceeded.
• Establish efficient and balanced workflows that maximize efficiency.
• Acts as a mentor/coach, providing guidance, support and regular feedback to team, to effectively close any performance gaps.
• Performs quality control screening of phone calls, emails, and any other customer interaction.
• Assist with the development and ongoing management of internal Quality program
• Assist with the development and ongoing management of external Customer Satisfaction (C-Sat) program
• Analysis of data, including C-Sat, Reasons for Contact, Complaints and Quality to identify areas and create action plans for individuals and department improvement.
• Assist with the creation and implementation of training programs to ensure all current staff and new hires are trained to provide our customers with the best possible experience.
• Assist with the maintenance of Knowledge Management
• Assist with the management of Reporting Framework
• Contributes to documentation for staff to reflect all current processes and procedural changes; ensures all documentation adheres to stated policies/procedures
• Build relationships and collaborate with other teams and stakeholders to analyze data and create action plans to enhance the customer experience
• Miscellaneous duties as assigned

Behavioral Competencies

• Passionate about, and continually looking to, improve the customer experience
• Ability to learn and be adaptable, including launching new channels within the customer experience team.
• Strong people management skills, with the ability to act as an excellent coach at both individual and team level.
• Ability to build strong relationships with stakeholders at all levels.
• Ability to manage multiple projects and/or priorities at once
• Can demonstrate competency in change management, with strong problem-solving skills
• Strong presentation skills, with the ability to analyse and present data confidently
• Self-motivated with strong organization skills

Management Responsibility

• Manages UK Customer Experience Advisors

Qualifications

• Excellent computer skills including MS Office products (Word, Excel, Power Point, Outlook), internet and web applications
• Working knowledge of call center technology and contact center KPIs

Education and Work Experience

• Associate’s degree in relevant field or equivalent experience

• Minimum of 5 years customer service experience

• At least 2 years of training, process/design and implementation experience

• At least 2 years of experience managing a team in a customer service environment

• At least 2 years’ experience coordinating customer improvement projects and driving continuous improvement

Physical and Mental Demands

• Work extended hours, when necessary

• Up to 10% of travel required

• Regular use of office equipment such as a computer/laptop and monitor computer screens

• Remain in a stationary position, often standing or sitting, for prolonged periods

Equal Employment Opportunity StatementAll qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Expected salary

Location

United Kingdom

Job date

Sat, 09 Nov 2024 01:14:39 GMT

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