Customer Experience Manager

Job Description

Job Description

We are seeking a Customer Experience Manager to join a growing medical company in Brisbane. This person will be responsible for leading the customer service department, contribute to the organizational design and development, and assisting the front-line customer facing and team build and expansion. Apply now for consideration!

Responsibilities :

• Effectively supporting and driving operational results and leading the team through changes and new initiatives through effective coaching and performance management.
• Meeting and exceeding service measurements, quality standards and customer service expectations
• Supports organizational initiatives, driving consistency in processes and participating in projects outside standard job responsibilities.
• Assures patient care service is being delivered consistent with the organizations mission and goals.
• Supports clinical sites and works collaboratively with the Area Managers and Site Administers in performing a great door-to-door patient experience.
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost / benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; and managing system and process improvement and quality assurance programs.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Identify and solve strategic and daily issues by considering

Qualifications :