Contact Center Customer Experience Manager

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KBR, Inc.

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Engineering • Aerospace • Defense • Professional Services • Technology

10,000+

Description

• HomeSafe Alliance seeks a passionate and talented Customer Experience Manager to join their team. • This individual will oversee customer relationship management and lead a team of customer support supervisors and their specialists. • You will be accountable for addressing and resolving all customer escalated service issues associated with each relocation, to provide outstanding quality and service. • This individual collaborates effectively with the HomeSafe Alliances Operations team, Transportation Service Providers, and Transportation Offices to proactively oversee the relocation process.

Requirements

• Bachelor's degree or equivalent experience in lieu of degree • 5 years progressive customer service experience, preferred contact center • Prior experience managing direct reports in a multi-channel remote contact center environment. • Must be a U.S. citizen due to contractual requirements. • Quick to grasp new technologies and agile in adapting to change. • Dedicated to ensuring customer success, striving for exceptional outcomes through relentless and innovative problem-solving. • Demonstrated ability to lead and manage team members in a dynamic, multi-channel remote contact center setting. • Effective leadership abilities to steer and implement solutions; capable of achieving lasting outcomes. • Exhibits exceptional interpersonal skills, adept at fostering meaningful relationships. • Successfully juggle various priorities while thriving in a fast-paced environment. • Capable of handling challenging customers and staff roles while effectively resolving issues. • Exceptional ability to organize, manage multiple tasks, and prioritize effectively. • Outstanding ability to communicate effectively in writing and speaking, combined with a deep sense of patience and empathy.

Benefits

• Medical, Dental and Vision Insurance. • Paid time off (PTO) • Three weeks of PTO for newly hired employees • 401(k) • Health and Wellness Programs • Disability, Life and AD&D insurance • Employee Support program • Family Support: Bright Horizons, child and elder care services • Teladoc Medical Experts, second opinion program • Travel Accident & Medical TRICARE Supplement Plan • Voluntary Benefit Plans • And more!