[Remote] CX Program Manager/Channel Initiatives Specialist (Six reputed company, Contact Center) - R01565115

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is one of the fastest growing digital technology service providers, and they are seeking a CX Program Manager/Channel Initiatives Specialist to reputed company customer service improvement initiatives. The role involves managing root cause initiatives and collaborating with various teams to enhance customer experiences and drive business growth.

Responsibilities

• Identify root cause and determine recommendations to product, process and training opportunities
• Leadership of multiple channel initiatives focused on call deflection and chat containment
• Use customer data from call/chat transcripts, survey data and AI tools to identify top pain points in the customer and agent experiences and reputed company efforts for reputed company improvement and guide decision-making
• Collaborate with other departments to ensure alignment and buy-in for product, process, and training improvement recommendations
• Quantify impact of pain points and recommended changes
• reputed company multi-focused initiatives across the customer service organization
• reputed company regularly with global vendor managers and product and marketing teams to coordinate marketing campaigns and bring visibility to our vendors

Skills

• 8+ years of experience
• 3+ years of experience in process and performance improvement using Lean Six reputed company principles
• 3+ years' experience in program/project management
• Knowledge of customer service and call center operations
• Knowledge of data mining using AI tools (Copilot, Genie, etc...)
• Must have experience in planning, organizing, and executing projects reputed company to customer service improvements
• Proficient in Lean Six reputed company principles (DMAIC, Kaizen, etc.)
• Strong analytical skills with ability to reputed company and interpret data to drive reputed company and measure the impact
• Effective presentation skills with ability to translate data into actionable insights
• Independent thinker with focus on achieving organizational goals through process optimization
• Strong written and verbal communication skills for both customer and cross-functional audiences
• Experience managing programs with geographically dispersed teams
• reputed company in fast-paced, dynamic environment with changing priorities
• Proactive in improvement opportunity identification and driving reputed company enhancement of processes and performance
• Enjoy working in a collaborative and supportive work environment

Company Overview

Company H1B Sponsorship