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Waste Management Remote Director Customer Experience in Phoenix, Arizona

Equal Opportunity Employer: Minority/Female/Disability/Veteran

Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

I. Job Summary

Responsible for the day-to-day operations of the Customer Experience (CE) organization’s South Tier contact centers. Executes the CE strategy with a focus on achieving key quality and productivity performance metrics for voice, chat and email channels. Directs the development, implementation, and execution of organization and Customer Experience efforts and related initiatives designed to enhance overall Customer Experience results, customer engagement and retention.

II. Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

  • Meets or exceeds all contact center financial and performance metrics, including efficiency, quality and attrition goals, at the queue, center and tier levels

  • Partners with CE capacity management team to define required staffing needs; oversees recruiting, screening and hiring of employees

  • Manages relationship with Area Leadership, primarily Customer Service/Customer Experience Managers and Area Vice Presidents, to drive customer service, customer engagement and customer retention programs through the Areas

  • Champions a People First culture of employee coaching, engagement and empowerment while focused on reduced attrition and absenteeism

  • Represents the needs of the customer and the CE organization on key corporate initiatives and coordinates successful project implementation

  • Identifies specific areas of opportunity across the business for enhancing our customer experience, obtaining and understanding customer analytics, diagnosing improving customer experience best practices across the organization and determines how to best leverage into the overall business; Learn from best in class customer strategies where appropriate Manages end-to-end delivery of multiple key projects that will have a positive impact on churn targets

  • . Contribute to strategies that improve customer experience, account management and drive call centers toward world class performance

  • Champions change management and drives culture shift to customer focused organization

  • Supports & implements process changes and new technologies or systems into the field.

  • Manages projects and project staff and has responsibility for progress and quality of work.

  • Ensures performance management programs are executed and that goals are being met consistently.

  • Develops project budgets, plans and strategies that support the Customer Experience goals.

    III. Supervisory Responsibilities

The highest level of supervisory skills required in this job is the management of managerial employees. This may include direct and indirect supervision of employees.

A. Education and Experience

Required: Bachelor’s Degree, or equivalent experience, in Customer Service, Contact Center or similar area of study and 8+ years of direct contact center management experience in multi-site organizations with 250 or more customer-facing employees

B. Certificates, Licenses, Registrations or Other Requirements

None required.

C. Other Knowledge, Skills or Abilities Required

  • Contact center or customer service experience and remote management skills required

  • Demonstrated comprehensive working knowledge of contact center operations, performance metrics and technology

  • Strong interpersonal and relationship skills

  • Analytical and problem-solving skills

  • Strong project management skills; working knowledge of group infrastructure

  • Experience in leading/motivating large, diverse workforce; must be able to build camaraderie/trust

  • Strong communication and presentation skills, both verbal and written

  • Ability to influence change across internal teams, stakeholders, partners and leadership

  • Capable of developing high-performing teams and building a strong talent bench

  • Able to effectively prioritize work and manage competing priorities

IV. Work Environment

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

  • Work remotely and ability to travel up to 40%

  • Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the work- day;

  • Required to exert physical effort in handling objects less than 30 pounds rarely;

  • Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc.) rarely;

  • Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;

  • Normal setting for this job is: office/home office setting.

Benefits At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

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