Contact Center Customer Experience Manager

at HomeSafe Alliance in Springfield, Illinois, United States

Job Description

Title:

Contact Center Customer Experience Manager

HomeSafe Alliance is the single global household goods movement manager of over 300,000 Military Household Goods moves per year for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families.

When you become part of our team at HomeSafe Alliance, your opportunities are endless. Through internal collaboration, and with our partners and customers, we’re defining tomorrow’s challenges, then providing the innovative solutions to overcome those challenges, always maintaining our commitment to Zero Harm and Sustainability Platform.

Working at HomeSafe Alliance means being rewarded for your contributions. In addition to competitive benefits and professional development, our people are empowered to use all their potential, creating meaningful change for themselves and our clients. We attract the best minds in the world because our expertise thrives on creativity, resourcefulness and collaboration. That is how we supply our clients with cutting-edge solutions.

As the needs of the world change, we’re ready to respond and guide the way forward with strategic, sustainable, and technological advancements grounded in more than a century of practical application and execution.

The HomeSafe team is dedicated to providing fast, easy, and efficient relocation experiences. More than 300,000 military and government households are relocated every year. Coordinating these transfers is a massive undertaking-and we’re proud to say that HomeSafe is positioned to improve the customers’ moving experience. As the GHC prime contractor and household goods moving service integrator, we provide earlier visibility into upcoming moves and greater network throughput capacity-ensuring household goods shipments are picked up and delivered on time. With cutting-edge technology and proven logistics expertise, we’re transforming the moving process by continuously evaluating, refining, and improving our tools and techniques. We’re dedicated to making sure that every move is better than the last.

About the Role

HomeSafe Alliance seeks a passionate and talented Customer Experience Manager to join their team. This individual will oversee customer relationship management and lead a team of customer support supervisors and their specialists. You will be accountable for addressing and resolving all customer escalated service issues associated with each relocation, to provide outstanding quality and service. This individual collaborates effectively with the HomeSafe Alliances Operations team, Transportation Service Providers, and Transportation Offices to proactively oversee the relocation process.

Responsibilities:

Reporting to the Director of Customer Experience, you will ensure an exceptional experience throughout the customer’s lifecycle. Acting as our internal “voice of the customer.”

+ Oversee the daily operations of HomeSafe’s contact center, managing inbound and outbound communication from customers and partners.

+ Lead a Customer Care team to ensure exceptional service that meets the needs of customers and company stakeholders.

+ Provide leadership and coaching to help team members achieve individual and team performance goals, including SLAs and AHT.

+ Collaborate with the Director of Customer Experience to implement changes that enhance Customer Service procedures and systems.

+ Act as a subject matter expert, ensuring customer feedback is considered in strategy development through journey mapping.

+ Monitor team progress, track tasks, and keep deadlines in check.

+ Resolve complex issues and effectively communicate solutions to customers.

+ Offer direction, guidance, and opportunities for professional development to team members.

+ Plan, supervise, and evaluate the workflow of the customer service team.

+ Coordinate work activities to meet operational goals.

+ Identify and suggest operational improvements for increased efficiency.

+ Maintain accurate records of all internal and external contact in relevant systems.

+ Maintain current knowledge of all services and requirements associated with processing of customer orders.

+ Lead training sessions for other customer service support staff as needed.

+ Attend and actively participate in all team meetings to foster communication and collaboration.

Minimum Qualification and Skills Requirements :

+ Bachelor’s degree or equivalent experience in lieu of degree

+ 5 years progressive customer service experience, preferred contact center

+ Prior experience managing direct reports in a multi-channel remote contact center environment.

+ Must be a U.S. citizen due to contractual requirements.

Demonstrated experience:

+ Quick to grasp new technologies and agile in adapting to change.

+ Dedicated to ensuring customer success, striving for exceptional outcomes through relentless and innovative problem-solving.

+ Demonstrated ability to lead and manage team members in a dynamic, multi-channel remote contact center setting.

+ Effective leadership abilities to steer and implement solutions; capable of achieving lasting outcomes.

+ Exhibits exceptional interpersonal skills, adept at fostering meaningful relationships.

+ Successfully juggle various priorities while thriving in a fast-paced environment.

+ Capable of handling challenging customers and staff roles while effectively resolving issues.

+ Exceptional ability to organize, manage multiple tasks, and prioritize effectively.

+ Outstanding ability to communicate effectively in writing and speaking, combined with a deep sense of patience and empathy.

Preferred Education and Experience :

+ Experience using NICE CXone

+ Military move experience

Schedule flexibility : Customer Care will operate 24 hours a day, 365 days per year, with multiple working shifts that may include rotations of nights and weekends.

Note : This position is fully remote / work from home. HomeSafe will supply appropriate equipment, employee provided high speed internet is required.

Inclusion and Diversity at HomeSafe Alliance:

At HomeSafe, we are passionate about our people, sustainability, and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a more inclusive and diverse company. That commitment is central to our team of team’s philosophy and fosters an environment of real collaboration across cultures and locations. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems. We understand that by embracing those differences and working together, we are more innovative, more resilient, and safer.

Benefits:

+ Medical, Dental and Vision Insurance.

+ Paid time off (PTO) Three weeks of PTO for newly hired employees

+ 401(k)

+ Health and Wellness Programs

+ Disability, Life and AD&D insurance

+ Employee Support program

+ Family Support: Bright Horizons, child and elder care services

+ Teladoc Medical Experts, second opinion program

+ Travel Accident & Medical

+ TRICARE Supplement Plan

+ Voluntary Benefit Plans

+ And more!

HomeSafe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

HomeSafe? – Delivering Solutions, Changing the World.

HomeSafe has been established to be the premier household goods move management service provider for the U.S. Armed Forces, Department of Defense (DoD) civilians, and their families. Our team is dedicat