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Director of Customer Experience

2 weeks ago

Angeles City, Central Luzon, Philippines MCI Military Recruitment Full time
Job Description:
As a Director of Customer Experience at MCI, you will be responsible for leading the management and development of supervisors and operational teams associated with day-to-day contact center operations. Your primary focus will be on implementing strategies that align performance, culture, and overarching contact center controls and processes with corporate and client objectives.

Key responsibilities include managing sales supervisors, overseeing quality, production, and hours, assisting with implementation of strategic sales plans, managing metrics and performance criteria, and directing sales forecasting activities. You will also analyze and respond to changing market conditions, provide team motivation and development, and ensure customer satisfaction on all sales transactions.

To succeed in this role, you will need excellent interpersonal and communication skills, strong supervisory experience, including staff development, and a working knowledge of Microsoft Office. Additionally, you should possess effective conflict resolution skills, time management, planning, organizational, and multi-tasking abilities, as well as the ability to learn new products and systems.

In return, MCI offers a competitive compensation and benefits package, including paid time off, incentives and rewards, health benefits, retirement savings, disability insurance, life insurance, and career growth opportunities.