Apr 19, 2021

Service Experience Manager

  • JAARS, Inc.
Full time Customer Service Hospitality-Hotel Management Ministry Nonprofit

Job Description

Target Staff Type   Supported/Volunteer

Work Location  JAARS Waxhaw

FTE   1.000

Position Summary  

The Service Experience Manager will drive service experience and operational excellence by supporting the Service Desk function for the JAARS campus. The Service Desk receives inbound calls and messages for technical and operational outages and service needs. The Service Experience Manager will continuously improve quality and technology in the staff’s policies, procedures and workflows for, but not limited to, overall call effectiveness, routing of incoming calls and receptionist activities, change, practices, etc.

Position Responsibilities

  • Analyze and develop policies, procedures, plans and programs with focus on improving long term, scalability and sustainable organizational value and efficiency
  • Supervise receptionist and switchboard staff, including scheduling, coverage, training and learning
  • Collaborate with the Technology and Business Solutions team to implement automated practices and tools
  • Support other staff in a matrix environment
  • Develop reports, metrics and KPIs(Known Performance Indicators) to track effectiveness and efficiencies of the Service Desk’s activities, projects and programs
  • Develop recommendations for training internal team members and internal department stakeholders on service desk activities and/or related organization functions

Position Requirements

  • A deep and growing walk with the Lord Jesus that includes your personal spiritual growth and the ability to support others in their spiritual growth 
  • Embrace the vision, mission and core values of JAARS
  • Degree in Communications, Management Information Systems, related discipline or equivalent experience preferred
  • Demonstrated experience in performing the essential duties with emphasis in the management and administration of inbound call desks and/or contact centers and/or receptionist teams or equivalent
  • Experience in technology that will significantly support current automated processes and systems; implementing call center operational processes highly desired
  • Experience in supervising teams focused on administration, receptionist, call center, contact center or related support
  • Excellent verbal and written communication skills

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