The Digital Experience Manager will oversee operations for a multi-tenant contact center, ensuring exceptional service delivery while balancing the unique needs of various clients. This role requires a dynamic leader with expertise in client relationship management, operational efficiency, and team leadership. The ideal candidate will have a passion for data-driven decision-making, conflict resolution, and maintaining high customer satisfaction levels.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:
Client Relationship Management
- Build and maintain strong relationships with multiple tenants, addressing individual client needs and expectations.
- Regularly communicate with clients to assess satisfaction, resolve concerns proactively, and adapt strategies to meet changing demands.
Operational Efficiency
- Oversee contact center workflows and implement best practices to ensure streamlined operations.
- Optimize scheduling, resource allocation, and performance monitoring to enhance efficiency.
Data-Driven Decision Making
- Analyze contact center metrics (e.g., service level, AHT, FCR) to identify trends and drive improvements.
- Forecast demand and adjust operational strategies based on data insights.
Multitasking & Prioritization
- Manage varying SLAs and KPIs across multiple tenants, ensuring all obligations are met.
- Prioritize tasks effectively based on urgency and client impact.
Communication & Collaboration
- Facilitate clear communication between clients, internal teams, and leadership.
- Lead cross-functional collaborations, submit process improvement requests, and ensure alignment with client goals.
Leadership & People Management
- Lead and coach diverse teams to achieve performance goals and foster professional development.
- Set clear expectations, manage performance, and create growth opportunities for team members.
Conflict Resolution & Problem Solving
- Resolve tenant disputes, operational challenges, and agent concerns with a focus on positive outcomes.
- Mediate conflicts effectively and implement solutions that benefit all stakeholders.
Technology & Systems Management
- Ensure the team is proficient with contact center technologies, including CCaaS platforms and onboarding systems.
- Leverage technology to enhance service delivery and improve operational efficiency.
Adaptability & Change Management
- Navigate changes in client needs, technologies, and industry trends with agility.
- Lead the team through change initiatives, ensuring minimal disruption to operations.
Compliance & Risk Management
- Ensure adherence to regulatory requirements, including data privacy and industry-specific standards.
- Work with compliance teams to coordinate training and enforce compliance measures.
Customer Experience Focus
- Maintain high customer satisfaction levels across all tenants.
- Balance client-specific requirements with the overall quality of service delivery.
Additional Responsibilities
- Perform other duties as assigned by management to contribute to the overall success and efficiency of the team and organization.
QUALIFICATIONS:
- Proven experience in managing a multi-tenant contact center or similar environment.
- Strong understanding of contact center operations, workflows, and technology platforms.
- Exceptional communication, collaboration, and leadership skills.
- Demonstrated ability to analyze data, make decisions, and implement changes effectively.
- Experience with SLA and KPI management in a fast-paced, client-facing role.
- Familiarity with regulatory compliance and risk management processes.
SALARY & BENEFITS:
- $50,000 - $70,000 Annual Salary
- Annual Cash Bonus and Equity Options commensurate with the role level and experience
- 100% Fully Remote
- Robust 401(k) plan with company match
- Insurance - Health, Dental and Vision
(Nymbus covers 100% of the Healthcare and Basic Dental premiums)
- Flexible Paid Time Off
