Client Experience Manager

Join Triumph!

At Triumph, a member of the Triumph Financial portfolio of brands, we believe the strength of our commitment is reflected in product innovation and the strategic partnerships we've established. That's why we look for team members who work hard to make a difference in their workplace and community. Our goal is to make long-term improvements in everything and everyone we touch.  We thrive on providing exceptional customer service, and we look for friendly professionals dedicated to helping customers achieve their financial goals.

Position Summary:  The Client Experience Manager (Bilingual) will oversee the day-to-day activities of the Client Experience Representatives (CXR). In this role, you will drive your team towards a common goal of providing world-class customer service through coaching and feedback to senior CXR’s and front-line CXR’s promoting continuous improvement to ensure Key Performance Indicators, quality, customer satisfaction, and other Service Level Agreements are met. Responsibilities include overseeing contact center operations, monitoring KPIs collaborate with cross functional teams to consistently delivery fast, friendly, frictionless customer service.   

Essential Duties & Responsibilities

• Lead and develop a high-performance team of 10-15 CXR’s whose primary responsibility includes phone, email, and chat support for company inbound queues.

• Coach and mentor team members to engage in meaningful conversations with clients to ensure every interaction is fast, friendly and frictionless.

• Analyze daily, weekly, and monthly department and individual performance/productivity metrics and share analysis and recommendations with the Client Experience Leadership Team.

• Collaborate across the organization with operations, product, and other groups to understand and enhance business processes impacting clients and team members.

• Monitor customer service productivity in accordance with established policies to assure adherence, as well as the effectiveness with every customer contact.

• Ensure all support channels are operational and agents are logged into the appropriate daily queues.

• Develop standards for handling customer issues and escalation paths to ensure adherence and customer satisfaction.

• Work with Client Experience team to solve problems and work through escalations from customers.

• Develop and facilitate additional training as needed.

• Actively participate in the Quality Assurance program processes.

• Use performance management tools and processes to improve or reward employee performance.

• Performs other duties as assigned.

Experience & Education

The successful candidate will possess high-volume customer service skills.  Additionally, the ideal candidate should possess the following:

• Associate or bachelor’s degree is strongly preferred. Will consider contact center management experience in transportation, factoring, financial services, or related industry in lieu of a degree.

• Minimum of three (3) years of customer service supervisory/management experience in a fast-paced work environment is required.

• Knowledge of the general transportation and/or logistics factoring industry is strongly preferred.

• Experience with CRM reporting, tracking, and management highly preferred.

Skills & Abilities Required

• Effectively communicate with team members, debtors, clients, and senior management.

• Ability to multi-task and stay focused at high levels of productivity.

• Excellent verbal and written communication skills.

• Critical thinking skills to drive efficiency and process improvement.

• Intermediate-to-advanced skills in MS Office Suite, including Excel, Word, and PowerPoint.

• Adapt to change and develop workable implementation plans, communicate changes effectively, build commitment, and overcome resistance.

• High integrity, values-based professional; demonstrated ability to balance work-life demands amid significant pressure and foster/nurture healthy, trusting, symbiotic relationships.

• Tactful and diplomatic coaching style.

• Effective organizational and time management skills.

• Spoken/verbal Bilingual proficiency is a plus.

Work Environment

The work environment characteristics described here maybe encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with di