This job is an individual contributor operations and strategy role on the customer experience team.
As a member of the GSO Customer Experience Operations team, the Manager position will be responsible for project managing GSO Sales & Service priorities and center initiatives, assist in creation and analysis of Customer Experience performance metrics, conduct Sales & Service conference calls, web meetings, and develop skills development modules for the support team. The manager must be able to identify the root cause issues impeding performance and implement corrective actions that ultimately drive 5 Star %, FCR, handoffs, and post billing adjustment performance. The manager will work closely with Sales & Service Partner centers management teams to facilitate leadership development, skills transfer, improve the quality of coaching and observations, innovate new ways to change behaviors to drive performance as well as execute national initiatives. The manager also leads team efforts and provides a voice for the GSO Sales & Service Team. The Manager position must holistically analyze Customer Experience performance trends, sentiments, system and tool utilization/functionality, Customer Experience metrics and create innovative solutions to drive 5 Star and Resolved performance.
Equal Employment Opportunity
We're proud to be an equal opportunity employer - and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.