This strategic leader is responsible for overseeing the Client Partner team, focusing primarily on driving upsell growth, reducing customer churn, and ensuring high customer satisfaction levels. Key duties include leading team development, setting and executing strategic goals (OKRs/KPIs), and owning the end-to-end customer success process from onboarding to renewal.
The agent will serve as the primary point of contact for customers across various industries, handling inbound and outbound calls, managing legal contracts, and ensuring compliance. Key duties involve delivering excellent customer support, finalizing contracts accurately, and collaborating with internal legal and compliance teams.
The specialist will be responsible for live-monitoring agents and optimizing 8x8 system usage, while also building and maintaining 8x8 components like Dashboards and Intake Forms. Key tasks include creating and managing workflows using Zapier and handling user account and permissions management.
This role involves overseeing the daily operations of a 24/7 remote call center, ensuring agents meet performance standards, optimizing capacity, and driving key metrics like answer times. Key duties include operational leadership, data analysis for performance optimization, team management, scheduling, budget oversight, and direct customer engagement for escalations and retention.
