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CX Case Management Lead
Full-time
At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.
Job Description
The Case Management Lead is primarily responsible for overseeing, leading, and evaluating the effectiveness of customer-impacting workflows to ensure seamless and efficient service delivery. This role acts as a key partner across internal teams and external stakeholders, driving improvements in workflow design and automation to enhance customer experience and reduce manual, agent-assisted processes.
Duties And Responsibilities
Primarily responsible for overseeing, leading and evaluating the effectiveness of customer impacting workflows.
Align and collaborate with Operations and Voice of the customer teams to understand and resolve customer pain points and challenges
Champion customer experience improvement in CRM workflow management
Drive automation and system improvement initiatives to lessen agent-assisted transactions and manual processes
Partners with representatives of other internal and external groups to identify and address workflow design issues
Identify performance improvements in existing workflows and recommend enhancements
Identifies and effectively prioritizes workflow design requirements and regularly communicates updates to stakeholders
Engage key stakeholders and participate with them on monitoring and reporting progress of work streams.
Define the high level requirements, governance, metrics, and management practices to be used for case management.
Set overall direction for the team and conduct mobilization team orientation
Supervise and lead project plans, assign action items as needed, track progress, cascade updates and changes within and outside the CXM organization
Work closely with other development teams to ensure the end to end solution meet the business requirements
Be aware of security implications when implementing solutions
Maintain accountability for the delivery of program capabilities and business results
Provide regular reporting to management
Disseminates information to all stakeholders in a manner that will help facilitate and help ensure front liner and customer change management prior launch dates
Facilitate discussions on system improvements concerning workflow management
Provides user requirements and follow through to ensure end to end solution is met
Align with contact center BPOs on workflow challenges, gathers insights and engage them as stakeholders in redesigning CX
KPIs
NPS
% Case Resolution
% Repeat Reduction
% Reduction in Manual Processes
% End to end automation in GlobeOne
Internal Customer Satisfaction
Individual Development Plan
CXM Opex
Competencies
Critical thinking to dissect performance issues and identify root causes and solve problems
Experience in CRM development and integration preferred
Soft Skills: Creative Communications, Relationship Development
Hard Skills: Project/Program Management, Change Management
Certification/License: Change Management
