Sutherland is seeking an organized and reliable person to join us as a
**Customer Experience Manager**.
We are a group of driven and supportive individuals.
If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
**OVERVIEW OF THE ROLE**
- The Customer Experience Manager looks after the overall activities of the program Customer Experience (CE) Team that includes CE Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment
- Champions program implementation of Continuous Improvement Framework
- Own deployment and completion of CE delivery plan for the program
- Observations and Customer Experience (survey) results to improve performance
- Implement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returns
- Manage team productivity and effectiveness using a structured approach to manage performance
- Deliver process-level insights to stakeholders and have expertise in data analysis using CE Execute people development initiatives for CE Specialists using standard practices and provide an opportunity for team members to constantly improve
- Responsible in communicating with all program stakeholders (clients/department heads and members) to represent CE Team
**KEY ROLES AND RESPONSIBILITIES**
**Responsibility**
**Outcome**
**Activities**
**1.
CE Team Delivery**
1.
Sustain continuous program improvement on CE metrics through insights and CE Team actions to meet key performance metrics
2.
Meet program-specific staffing requirement following the standard QA-FL HC ratio or SOW requirement and equip CE Specialists to perform the tasks
3.
Build process credibility and improve client relationship
i.
Manage program-specific staffing requirement following
the standard QA-FL HC ratio or SOW
- requirement
- Identify actual requirement for the program using a
- standard capacity plan calculator
- Endorse required manpower support to CE Lead
- Activate temporary resources as needed
ii.
Execute hiring and on-boarding processes for CESpecialists
- Follow agreed standard processes
- Ensure that new team members have adequate
- training and tools needed to perform their duties
- Make sure that CE Specialists pass the Minimum Skill
Validation and Knowledge Skill Assessments scheduled
by Program or Department.
iii.
Manage and monitor delivery of CE plan and CE
- Specialists tasks
- Prepare team sampling plan for the week or month
- Ensure CE observations are completed as per plan
- Identify and resolve real-time issues that will affect
- team productivity and task completion
- Ensure that focus consultants/groups receive the
- required follow up observations from the team
- Modify sampling plan and reallocate tasks as needed
- Ensure completion of all activities planned for the week
(team huddles, calibration sessions, team reports etc.)
iv.
Responsible to drive accuracy and calibration among CE
Specialists and other groups that listen to calls and use
- the program observation forms
- Join client-led calibration or Joint Monitoring sessions to
- gain expertise in the process
- Prepare and facilitate internal calibration sessions for all
- auditors (including SD and Training)
- Complete Gage R&R sessions monthly
- Monitor and track individual and program accuracy.
- Address specific issues for non
- calibration
- Conduct weekly ATA (audit-the-auditor) for all CE
Specialists
**2.
Team Development**
**1.
Improve CE Team performance and delivery through weekly coaching sessions, development plans and training interventions**
**2.
Develop team members' skills by providing learning sessions through classroom and on-the-job training quarterly**
**i.
Conduct documented individual review for CE Specialists**
- **Weekly one-on-one session to discuss output for the**
**week and performance based on assigned tasks**
- **Discuss the audit-the-auditor and calibration results for**
**the week**
- **Monthly performance reviews (based on goals)**
**ii.
Conduct career pathing discussion & development**
**planning for all CE Specialists twice a year**
**iii.
Prepare a development plan for bottom performers and**
**monitor progress based on monthly results**
**iv.
Identify training interventions for team members**
**v. Facilitate learning sessions through classroom and on-the**
- **job training for team members quarterly**
**vi.
Create a succession plan for the team**
**3.
Continuous Improvement Framework Deployment and Analysis**
1.
Produce CI monthly analysis using the standard process that will provide lead/lag metrics, focus consultants/group, specific defects and impact calculation of recommended focus areas
2.
Meet CI goals by monitoring progress of committed actions vs goals, review effectiveness and execution, and addressing new gaps identified
- i.
Prepare and complete program CE analysis monthly
-