[Remote] Customer Experience Manager, Post-Issue at Bestow

The Customer Experience Manager will supervise the day-to-day activities of the contact center, ensuring optimal performance and effective processing across all communication channels. This includes monitoring and managing handle times, talk times, and service levels, as well as overseeing the hiring, training, development, and mentorship of the CX team. The role involves processing policy changes accurately, scheduling shifts, implementing process improvements to reduce waste and maximize productivity, and striving to exceed customer expectations. Responsibilities also include creating a positive customer experience, monitoring and sharing reports on customer satisfaction metrics, researching and resolving customer complaints, conducting quality assurance audits, ensuring compliance with standards and regulations, evaluating agent performance, addressing employee concerns, and collaborating with cross-functional teams and external partners to streamline processes and improve efficiency.