Job Abstract

The Customer Experience Manager requires a blend of managerial acumen, agent capabilities, technical proficiency, and visionary leadership to ensure the loyalty and call center remain at the forefront of customer centricity and innovation in customer experience and service. Through our CertainTeed TEC (Trust, Empowerment & Collaboration) Culture and 1CTX (digital frictionless customer experiences) mindset, the manager will lead a team, to optimize processes, and implement cutting-edge technologies to enhance customer experience, efficiency, and operational excellence.

Reporting directly to the Director of Customer Experience & Insights, the Customer Experience Manager, must flex their skill sets to meet all aspects of the role, including leadership & management oversight, process optimization, training and development, technology integration and enhancements, and collaboration across businesses and the team to bring best in class service to our customers.

Leadership & Management

• Oversee daily operations of the call center and loyalty team, ensuring all performance metrics and KPIs are managed and met.

• Foster a talent pipeline of supervisors and call center agents poised for advancement into higher-level roles within CertainTeed.

• Promote a positive and productive work environment, progressing teamwork and continuous improvement.

• Partner with other Customer Service Managers across divisions to share best practices and establish centralized protocols across digital and telephony tools, embracing the 1CTX mindset.

• Develop and maintain customer service protocols and standards, while ensuring high levels of customer satisfaction by monitoring and improving service quality.

• Monitor and evaluate the effectiveness of call center strategies through data analysis and performance metrics.

• Provide actionable insights and recommendations based on data analysis to improve call center efficiency and customer service.

• Interact with CEAs daily to motivate and coach for peak performance, and serve as a point of escalation to ensure swift resolution of customer issues.

Process Optimization, Technology Integration & Enhancements:

• Analyze call center metrics to identify trends, areas for improvement, and opportunities for automation.

• Collaborate closely with IT and Digital Marketing teams to develop, and implement, technology-based solutions in our CRM to create better call center efficiency

• Develop and implement strategies to enhance efficiency, reduce call handling time, and improve customer satisfaction.

• Conduct regular audits of reporting processes to ensure accuracy and integrity of data.

• Identify and share trends and advancements in call center technology (i.e., chatbots, virtual assistants, automated response systems, etc.) and integrate into CertainTeed where applicable.

• Partner with Customer Service centers to evaluate shared tools to ensure they meet current and future needs.

• Ensure the telephony infrastructure is reliable, scalable, and cost-effective and develop project teams and recommendations on how to improve where applicable.

Reporting & Metrics

• Develop and implement comprehensive reporting frameworks to track key performance indicators (KPIs) for call center operations.

• Utilize our Customer Experience Dashboard to share call center insights around the voice of customer information to increase customer centricity.

• Analyze and generate regular reports on call center metrics such as average handle time, first call resolution, customer satisfaction scores, and service level agreements.

• Prepare and present detailed performance reports to senior management, highlighting trends, insights, and areas for improvement.

• Utilize data visualization tools to create dashboards that provide real-time monitoring of call center performance.

• Lead initiatives to automate reporting processes, reducing manual effort, and increasing accuracy.

• Collaborate with other departments to align call center metrics with overall business objectives and strategies.

Training & Development

• Partner with business product managers to design and implement training programs to upskill staff in knowledge of products and programs.

• Develop a centralized resource location to house up-to-date information call center agents need to inform customers.

• Train staff in the use of AI tools and ensure seamless integration with existing workflows.

• Conduct regular audits of training & reporting processes to ensure accuracy and integrity of data.

• Bachelor’s Degree or relevant experience in the required field

• 5+ years’ experience in customer service management or related field

• Proven experience in managing a call center or customer service department

• Demonstrated experience with AI technologies and telephony systems

• Strong background in data analysis and process improvement

• Ability to lead projects from start to finish with minimal oversight from leadership

• Perform basic functions of the Director when he/she is away from the office

• Applicant must have a strong customer service focus and recognize the importance of exceeding customer expectations while working within a team-oriented environment

• Clear and professional communication skills, both oral and written

• Exhibit adaptability and very strong problem-solving skills

• Must be energetic, results-driven, and capable of working in a team environment

Through the responsible development of innovative and sustainable building products,-CertainTeed, headquartered in Malvern, Pennsylvania, has helped shape the building products industry for more than 110 years. Founded in 1904 as General Roofing Manufacturing Company, the firm's slogan "Quality Made Certain, Satisfaction Guaranteed," inspired the name CertainTeed. Today, CertainTeed is a leading North American brand of exterior and interior building products, including roofing, siding, trim, insulation, drywall and ceilings.

A subsidiary of Saint-Gobain, one of the world’s largest and oldest building products companies, CertainTeed has more than 6,300 employees and more than 60 manufacturing facilities throughout the United States and Canada.- www.certainteed.com

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.

We provide unique options to fit your unique lives! Our Total Rewards Program is customizable to accommodate your needs. Our menu of flexible options (https://bit.ly/2RZtfYI) includes, but is not limited to:

• Excellent healthcare options: Medical, vision, prescription & dental

• Family Focus & Balance: Parental leave, paid time-off and Employee Assistance Program

• Financial Security: Competitive 401(k), Company-funded Retirement Accumulation Plan and Employee Stock Purchase Program (PEG)

• Tuition Reimbursement: Continuing education for every season of your career

• Pet Insurance options: Insurance plan & prescription discount program for your furry friends

• Employee Recognition Programs

• PerkSpot: Our exclusive one-stop online discount marketplace

• LiveWell: Rewarding you for living a healthy lifestyle