Full-Time
Customer Service Manager
Confirmed live in the last 24 hours
AI-enabled on-demand manufacturing marketplace
Mid, Senior
Lexington, KY, USA
- Bachelor's degree, MBA or other advanced degree highly preferred
- 5+ years of leadership in Operational or Customer Experience, preferably in Customer Service and/or Call Center roles
- 7+ yrs of overall customer service experience
- Strong analytical and problem-solving skills
- Excellent interpersonal, oral, and written communication skills
- Ability to manage at least 10+ team members in a matrixed, fast moving and highly charged contact center environment
- Requires knowledge of the telephony applications and platforms such as Avaya, Cisco, Genesys, AWS Connect, etc.
- Highly experienced with Cloud-based Contact Center As A Service (CCaaS)
- Deep understanding in call center/telephony data and backend monitoring and reporting tools
- Strong client facing consulting skills and excellent communication skills
- Strong project management skills with the ability to prioritize against business needs in a fast-paced team environment
- Flexible and adaptable to a changing business environment
- Partner with the internal teams to assess the customer/partner/stakeholder journey to identify pain points that limit a customer/partner’s experience
- Analyze insights and data from internal teams, systems, and external customers to continuously look for enhancement opportunities
- Collaborate with Training and Quality Teams regarding process improvements, and training opportunities
- Communicate regularly with the team regarding policy changes, training requirements and system and process updates
- Develop and implement strategies to optimize contact center operations and improve customer service levels
- Establish performance metrics and regularly monitor and analyze contact center performance to identify areas for improvement
- Develop and maintain relationships with key stakeholders to ensure alignment of contact center operations with overall business objectives
- Lead and motivate contact center staff to deliver outstanding customer service and achieve performance targets
- Develop and implement training programs to ensure that contact center staff have the skills and knowledge required to perform their roles effectively
- Ensure compliance with regulatory requirements and company policies and procedures
- Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services
- Coordinate and assist in the implementation of agreed remedies and preventative measures
- Manage, monitor, and report Improvement Plans and appropriate initiatives to adequately support the Omni-Channel infrastructure in aligning with business needs and service strategies
- Establish the CPC Support Team responsibilities and shifts to ensure meeting SLAs on cases, phones and chats. Review Salesforce cases: Monitor status, assign, and update cases as needed
Xometry operates a cutting-edge AI-enabled marketplace for on-demand manufacturing, specializing in services like CNC machining, 3D printing, and more. This platform not only supports rapid sourcing but also ensures high-quality production, making it an ideal workplace for those passionate about leveraging technology to streamline and enhance the manufacturing process. Its industry leadership in integrating AI with traditional manufacturing techniques offers employees a unique opportunity to work at the forefront of technological advancements in the field.
Company Stage
Later Stage VC
Total Funding
$443.4M
Headquarters
North Bethesda, Maryland
Founded
2013
6 month growth
↑ 1%1 year growth
↑ 3%2 year growth
↑ 23%Benefits
Medical, dental, & vision insurance
Life insurance
401(k) with company matching
Equity
Generous PTO
Paid volunteer time
Commuter & parking benefits
Maternity & Paternity leave
Free snacks
Dog-friendly office spaces