Customer Experience Manager

Job Summary

A company is looking for a Customer Experience Manager, Performance and Efficiency.

Key Responsibilities

• Manage and develop Team Leads, establishing performance expectations and fostering a high-performance culture
• Analyze call center data to identify trends and oversee performance management processes
• Monitor workflows for efficiency and collaborate with leadership on staffing and service goals

Required Qualifications

• 5+ years in call center operations or customer service leadership
• 2+ years of direct people management experience
• Strong knowledge of life insurance, including policy administration and claims intake workflows
• Proven ability to utilize performance metrics to drive operational outcomes
• Familiarity with call center technologies and workforce management tools (preferred)