Experience Inc. Jobs

Overview

Your Future. Secured. ISC2 is a force for good. As the world’s leading nonprofit member organization for cybersecurity professionals, our core values — Integrity, Advocacy, Commitment, Diversity, Equity & Inclusion and Excellence — drive everything we do in support of our vision of a safe and secure cyber world. Our globally recognized, award-winning portfolio of certifications provide an independent and globally recognized endorsement of cybersecurity knowledge, skills and experience for all career levels. Our charitable arm, the Center for Cyber Safety and Education, enables ISC2 and our members to serve the public by educating the most vulnerable about cyber risks and empowering access to enter and thrive in the cyber profession. Learn more at ISC2 online and connect with us on Twitter, Facebook and LinkedIn. When you join ISC2, you’ll demonstrate your commitment to an inclusive and equitable environment. Your support of the unique perspectives and experiences shared by our global cybersecurity workforce and profession will be recognized. We invite you to take an active role in helping us create a true sense of belonging across our organization — an environment of authenticity, trust, empowerment and connectedness that empowers all of our successes. Learn more.

Position Summary

TheSupervisor, Regional Customer Experienceisa customer centricleaderwhodrives excellence and continuous improvement within the global customer experience team.You willlead a team of Advisors who contact our customers to promote our products andservices,identifyingareas wherewe can improve the existing customer experience.You will alsoassistwiththedevelopment ofprograms thatensureour teams havetheskillsand toolsrequiredto achieve the department vision, strategy, and key performance indicators.

*Candidates must be local to the Washington DC area as this is a Hybrid Working role. The successful candidate will be required to work in-person, in the office, at the HQ location in Alexandria, VA. 3 days a week, with telework occurring during the remainder of the operating working week.*

Responsibilities

• Supervisea team ofAdvisorsand Quality ControlAssociates andensureKPI’sare met or exceeded.

• Establish efficient and balanced workflows that maximize efficiency.

• Acts as a mentor/coach,providing guidance,supportand regular feedback toteam,toeffectivelyclose any performance gaps.

• Performsquality control screening of phone calls, emails, and any other customer interaction.

• Assistwith thedevelopment and ongoing management of internal Qualityprogram

• Assistwith thedevelopment and ongoing management of external Customer Satisfaction (C-Sat)program

• Analysis of data, including C-Sat, Reasons for Contact, Complaints and Quality toidentifyareas and create action plans for individuals and department improvement.

• Assistwith the creationand implementationoftraining programsto ensure allcurrent staff andnew hiresare trained to provide our customers with the best possible experience.

• Assistwith themaintenance of Knowledge Management

• Assistwith the management of Reporting Framework

• Contributes todocumentationforstaff to reflect all current processes and procedural changes; ensures all documentation adheres tostatedpolicies/procedures

• Build relationships and collaborate with other teams and stakeholders to analyze data and createaction plans to enhance the customer experience

• Miscellaneous duties as assigned

Behavioral Competencies

• Passionate about, andcontinually looking toimprove the customer experience

• Ability to learn and be adaptable, includinglaunching new channels within the customer experience team.

• Strong people managementskills, with the ability to act as anexcellentcoach at both individual and team level.

• Ability to build strong relationships with stakeholders at all levels.

• Ability to manage multiple projects and/or priorities at once

• Candemonstratecompetency in change management, with strong problem-solving skills

• Strongpresentation skills, with the ability toanalyseand present data confidently

• Self-motivatedwith strong organization skills

Management Responsibility

• Manages US Customer Experience Advisors.

Qualifications

• Excellent computer skills including MS Office products (Word, Excel, Power Point, Outlook), internet and web applications

• Working knowledge of call center technologyand contact center KPIs

Education and Work Experience

• Associate's degreein relevant field or equivalent experience

• Minimum of5years customer service experience

• At least 2years of training,process/designand implementation experience

• At least 2 years of experience managing a team in a customerserviceenvironment

• At least2years' experiencecoordinatingcustomer improvement projects and driving continuous improvement

Physical and Mental Demands

• Work extended hours, when necessary

• Up to 10% of travelrequired

• Regular use of office equipment such as a computer/laptop andmonitorcomputer screens

• Remain in a stationary position, often standing or sitting, for prolonged periods

Equal Employment Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Job Locations US-VA-Alexandria

Posted Date 2 months ago (11/7/2024 8:58 AM)

Job ID 2024-1960

# of Openings 1

Category Customer Experience