Job Description
Join our award-winning customer experience team at GlobalConnect Solutions, where innovation meets exceptional service. We're seeking a passionate Senior Customer Experience Specialist to lead our high-impact BPO operations in Austin. This role offers competitive compensation, comprehensive benefits, and clear career advancement pathways in one of America's fastest-growing tech hubs.
As a key player in our global BPO network, you'll drive customer satisfaction metrics while mentoring junior agents. Our modern downtown office features collaborative workspaces, wellness programs, and regular team-building events. We invest heavily in employee development through continuous training and certification programs.
Responsibilities
- Manage complex customer inquiries across multiple channels (voice, chat, email) with 95%+ resolution rate
- Mentor and train 5-8 junior agents on communication techniques and CRM systems
- Develop process improvements to reduce average handle time by 15% quarterly
- Collaborate with product teams to escalate systemic issues and enhance service offerings
- Maintain detailed performance analytics and contribute to weekly leadership reviews
- Lead crisis management protocols for escalated customer situations
- Participate in cross-functional projects to optimize BPO workflows
Qualifications
- 3+ years of high-volume call center/BPO experience with leadership exposure
- Expertise in Salesforce, Zendesk, or enterprise CRM platforms
- Proven ability to achieve/exceed KPIs (CSAT >90%, FCR >85%)
- Exceptional conflict resolution skills with emotional intelligence certification preferred
- Proficient in data analysis tools (Excel, Tableau) for performance tracking
- Fluency in English with bilingual Spanish skills highly valued
- Ability to work flexible shifts including weekends during peak seasons
- Associate degree or equivalent professional certification required