Manager Site CX360 in Pasig at The Results Companies LLC

Date Posted: 12/8/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Pasig
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    12/8/2019

Job Description

Company Overview

Headquartered in Fort Lauderdale, FL, The Results Companies is a privately held company which is majority owned by One Equity Partners, a Private Equity Firm, and Results' management. Results operates 31 contact centers throughout the United States, Latin America, and the Philippines. For over 26 years we have served as a premier global customer experience provider for many Fortune 500 companies and uniquely designed, built and operated award-winning contact centers that have set the standard for innovative customer-focused contact solutions. Entrusted with over 46,000,000 relationships a year, our success and proven ability to respond to our Partner's growth has enabled us to expand our global footprint. With over 23,000 employees across the globe, The Results Companies' expertise extends beyond call centers. We're experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our Partners.

Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:

  • Healthcare
  • Insurance
  • Wireless Telecommunications
  • Financial Services
  • Energy
  • Education
  • Subscriber Based Entertainment
  • Tax Services
  • Retail
  • Cable/MSO

    Vision Statement

    Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.

    Driven by our \"expect greater\" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.

    The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

    Position Overview

    The Site CX360 Manager maintains a program's optimum effectiveness though communication, planning, direction and promoting compliance to the CX360 Verification Toolkit. CX360 Site Managers will assume ownership through planning, directing and coordinating the operations of specific CX360 Programs throughout all Results sites.

    Duties and Responsibilities

    • Leads the development, deployment, and operations of specific CX360 Programs throughout all Results Sites and helps to monitor compliance to the CX360 Verfications Toolkit
    • Evaluates, educates, and influences Site Program Sponsors on the effective use of resources and the CX360 Verification Toolkit
    • Serves as the Champion of the effectiveness of all CX360 Programs - 4 Rs of Retention, System of Success, Tiger, Mentor, CTRW, LTRW, Grad School
    • Offers Program support to Site Leadership
    • Sets Program specific goals for Sites
    • Works with the Business Intelligence, Training, Corporate Management & Site Leadership to coordinate the best ways to utilize specific CX360 Programs
    • Reviews performance data to monitor and measure productivity of specific CX360 Programs
    • Monitors program compliance and effectiveness
    • Responsible for the achievement of specific CX360 Program productivity and quality goals
    • Establishes and maintains controls around specific CX360 Programs
    • Organizes and drives business meetings between Site Program owners and Stake Holders
    • Consults with Site Leadership and Stake Holders on persistent issues
    • Ensures compliance to CX360 standard company policies and procedures
    • Lends expertise to internal teams and Results' Site Leadership
    • Sets and meets performance targets to ensure effectiveness/efficiency in sales and quality performance
    • Builds on the innovations of Results Sites to aid in the continual improvement of CX360 Programs
    • Works closely with entire CX360 Team to ensure the advancement of Programs, Policies and Procedures
    • Leads proper deployment of specific CX360 Program s throughout all Results sites
    • Monitors random calls to improve quality and reports findings to Stake Holders
    • Tracks performance against Industry and best-in-class standards. Acts as a Subject Matter
    • Expert in regards to current industry practices and standards
    • Designs and maintains quantifiable data for specific CX360 Programs
    • Supports Results goals by implementing and facilitating processes that promote continuous improvement, resulting in improved service quality and/or reduced operating expenses
    • Defines requirements and plans project life cycle deployment
    • Defines resources and schedules for project and specific CX360 Program implementation
    • Plans and schedules specific CX360 Program goals, milestones and deliverables
    • Ensure specific CX360 Program activities are in line with the standard process
      Mentors Program Sponsor


    Qualifications

    • College Graduate
    • 3+ years in supervisory experience & 7 years+ Contact Center Operations experience (preferably supervisory)
    • Must be highly-proficient on computers, Excellent knowledge and use of word processing, spreadsheets, and database systems
    • Experience in with CC Tools; IEX, eWFM, CSI, NICE, Avaya, and other standard contact center resources
    • Multi-tasking in a professional & courteous manner
    • Utilizes advanced analytical and troubleshooting expertise to create innovative solutions
    • Broad knowledge of inbound/outbound contact center environment
    • Exceptional verbal and written communication skills
    • Superb listening, probing and negotiation skills needed
    • Ability to provided on-call support, and work a flexible schedule
    • Must be able to work various shifts, including holidays in a 24x7 operating environment and available for travel
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