Customer Experience and Relations Manager
Job Description
Customer Experience and Relations Manager
Temp to Hire
Pay: 50k + DOE
About the Role
We’re recruiting for a local company who is searching for a proactive and inspiring Customer Experience and Relations Manager to lead their Customer Care call center. You’ll oversee a high-performing team of customer service agents, ensuring excellence in service delivery, optimizing operational workflows, and championing a world-class customer experience.
What You’ll Do
Lead a High-Performing Team
- Manage, mentor, and coach a team of call center agents.
- Conduct regular 1:1s, performance reviews, and training sessions.
- Foster a collaborative and positive team culture.
Drive Operational Excellence
- Oversee daily call center operations and ensure KPI targets are met.
- Monitor and optimize call queues, traffic patterns, and agent schedules.
- Implement and maintain key technologies like CRM systems and telephony platforms.
Improve Performance with Data
- Analyze performance metrics and customer feedback to identify improvement areas.
- Report on SLAs, CSAT, NPS, and other key KPIs to leadership.
- Develop and implement action plans to improve efficiency and service quality.
Enhance the Customer Journey
- Ensure every customer interaction reflects company values and delivers value.
- Manage and resolve escalated issues professionally and promptly.
- Partner with cross-functional teams to resolve recurring service pain points.
Train and Develop Talent
- Develop training programs focused on product knowledge, soft skills, and systems proficiency.
- Promote a culture of continuous learning and improvement.
Ensure Compliance and Reporting
- Maintain compliance with regulatory standards and internal policies.
- Prepare and submit regular performance reports to senior management.
Job Requirements
What You Bring
- Bachelor’s degree in Business, Communications, or related field (preferred).
- 3–5 years of experience in call center or customer service leadership.
- Strong people management and leadership skills.
- Proficiency in Microsoft Excel and CRM/call center platforms.
- Excellent analytical, communication, and problem-solving skills.
- A customer-first mindset and drive for continuous improvement.
- Flexibility to work evenings and weekends.
Additional Information
This is an in office position and not a work from home or hybrid position. To be considered please submit a current and up to date resume.
Open Opportunities
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