At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Senior Chief, Client Care, you'll play a pivotal role in shaping the future of our customer service operations. If you're a seasoned leader with a passion for driving innovation and excellence, we want to hear from you.
**What Will You Be Doing?**
As a Senior Chief, Client Care, you'll be responsible for leading a team of customer service professionals, creating and executing strategies to deliver world-class experiences for our clients. You'll oversee all contact center activities, ensuring that our clients receive prompt, high-quality, and cost-effective service. Your expertise will be instrumental in driving business growth, improving customer satisfaction, and reducing complaints.
**Key Responsibilities:**
* Develop and implement long-term and short-term strategic plans for contact center activities, including process improvements and innovation initiatives.
* Lead functional oversight of care efforts, establishing a global framework based on SLAs and KPIs. Develop and advance reporting on SLAs, KPIs, and insights, driving continuous improvement and functional excellence.
* Supervise seller selection and management, ensuring that seller performance is optimized for cost and customer effectiveness. Manage seller risk and compliance.
* Manage quality customer interactions in the contact center through various channels, including calls, visits, social media, WhatsApp, email, and SMS. This includes training, hiring, and training oversight of agents.
* Oversee and drive the team responsible for managing Buyer Undertakings, including Department of Transportation, Better Business Bureau, Disability Travel, and Risk Management.
* Create effective client complaint management programs that ensure professional, efficient, and fair input/reactions to resolve issues to satisfaction.
* Recognize client feedback that can improve the customer experience through process, cycle, and innovation enhancements.
* Supervise all chief, legal, and other escalations, from research to direct resolution.
**Client Experience, Information, and Innovation:**
* Develop and manage Client Care's Advanced Change, applying best practices in the industry, driving cross-functional teams, and successfully managing partner expectations. Become a trusted advisor for tech drives, including virtual customer contact, chat, chatbot, and customer self-service solutions.
* Foster data-driven experiences and projects that drive continuous enhancements in the customer contact field, as well as throughout the arenaflex business.
* Lead and manage customer satisfaction measures, including NPS and CSAT surveys and analysis.
**Key Initiatives:**
* Provide long-term and short-term strategic direction for Client Care activities, including process, seller, and innovation choices.
* Lead strategy development and execution of drives.
**Budget Oversight:**
* Adjust staffing and geographic strategies to efficiently deliver solutions and manage the budget. Investigate cost-saving opportunities and initiatives, including personnel, training, and technology solutions.
**Team Leadership and Development:**
* Lead the team to greatness through clear plans and procedures. Develop a positive team culture. Provide continuous guidance and career advancement opportunities to direct reports.
**Collaboration and Problem-Solving:**
* This role will be a key leader in the organization and must effectively collaborate with senior leadership and management throughout the company to drive change and enhancements in the business. Work with airport operations, System Operations Control (SOC), and other internal partners to support flight disruption resolutions and communications. Support all corporate initiatives to improve the customer experience, reduce complaints, and ensure adherence to other regulatory and administrative requirements.
**Capabilities:**
* Exceptional writing and communication skills
* Experience with workforce management software for forecasting, scheduling, and daily operations
* Experience managing representatives/merchants from a distance
* Experience managing contact center technologies
* Experience managing training from frontline through the escalation process
* Demonstrated ability to effectively manage cross-functional relationships and business processes
**Information, Skills, and Competencies:**
* Strong business acumen with analytical and critical thinking skills
* Illustrated, strong numerical aptitude
* Should be conscientious and precise
* Demonstrated high level of impressive skill and progress in past positions of authority
* Strong relational, presentation, and communication skills; ability to express thoughts and ideas well
* Ability to perform multiple tasks, handle pressure well, and to manage difficult customer situations carefully
* Shown ability to create and maintain high-performing teams in a collaborative environment
* Shown extensive knowledge of eWFM, IVR, and other contact center innovations
* Ability to travel internationally as needed
**Job Benefits:**
* Health and Wellness Benefits: Medical, dental, and vision insurance, prescription medication coverage, and health programs.
* Financial Benefits: Competitive salaries, retirement plans (401(k) or annuity), and employee stock purchase plans.
* Travel Benefits: Flight benefits for employees and their qualified dependents, as well as discounts on hotels, car rentals, and other travel-related expenses.
* Time Off and Balance between work and personal activities: Paid time off (vacation, holidays, sick leave), flexible schedules for work, and employee assistance programs.
* Training and Development: Professional advancement opportunities, training programs for career success, and tuition reimbursement for further education.
* Protection Benefits: Life insurance and disability insurance.
* Visit the Company Website: Check the arenaflex Careers page on their website. Companies often provide detailed information about job benefits for prospective employees.
* Contact HR: Connect with arenaflex's HR department directly. They can provide detailed information about the benefits associated with specific positions and answer any questions you may have.
* Employee Handbook or Documentation: When you are in the hiring process, you may receive an employee handbook or other documentation that outlines the benefits package.
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