Exela Enterprise Solutions Hiring for Customer Experience Manager at Los Angeles, CA  Full Time

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

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.