Customer Experience Manager - Los Angeles

Exela Enterprise Solutions is seeking a high energy individual to fill a Customer Experience Manager I position in Los Angeles, CA.

In addition to being organized and able to multi-task, this role requires a go-getter with a positive attitude who is excited to work with the leading provider of innovative, cloud-based solutions in the document outsourcing industry.

A Customer Experience Manager's daily tasks will involve:

• Coordinate workflow within the team, including prioritizing jobs and delegating duties to associates while providing a productive and motivating working environment.
• Administrative - Perform administrative tasks, provide volumes/billing inputs to one-up Manager, and other assigned duties in a timely manner. Ensure adherence to company policies and guidelines, safety & security procedures.
• Quality/Workflow compliance - demonstrate commitment and enthusiasm and utilization of quality tools to drive SLA attainment and exceed client expectations. Ensure service levels are clearly communicated and understood. Develop a deep bench of talent by focusing on performance management and succession planning.
• Coaching & counseling - create a positive atmosphere of professionalism and support. Provide honest and timely verbal and written feedback to employees; address performance issues with directness and sensitivity with guidance from manager and human resources.
• Personnel Management - Performs all functions in HR Access to include time and payroll authorization. Duties also include acquiring top talent through direct involvement in the interview, hiring and on-boarding process; termination authorization, annual reviews and merit increase actions, with approval from HR and/or one-up manager.
• Utilizes technology to perform tasks efficiently and demonstrates the ability to communicate effectively both orally and written.
• Position may require Site Supervisor to perform site activities due to unanticipated volume increases, staffing coverage issues and/or special project needs requested by clients.
• Track required metrics to measure success and develop strategies to improve the experience that we deliver to our customers
• Serve as central point-of-contact to local customer management and other leadership partners

Skills and requirements:

• You need great people skills, patience and the ability to multi-task to be good at this job.
• Proven leadership experience required
• Minimum of 2 years supervisory experience
• Minimum of 3 years customer service experience
• Effective customer relationship building skills, and uses creative solutions to exceed customer expectations
• Demonstrates good judgment under pressure, and works well in a multi-tasking
• Effective written and verbal communication skills; proven analytical skills
• Solid, basic mathematical skills required
• Excellent planning, prioritization and organizational skills
• Proven experience in high volume/fast paced environment
• Computer proficiency in email environments, MS Word/Excel or similar programs
• High School Diploma required
• Lifting up to a maximum of 55lbs. or the maximum allowed by current State law with or without accommodations
• Ability to stand, sit and/or walk for long periods of time with or without accommodations
• Must have a valid driver's license

Preferred Qualifications:

• Undergraduate degree preferred or equivalent education and experience.

The pay range for this position is $76,000-95,000; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered."

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