Customer Loyalty Manager

Company Name:
Job Description
# Customer Loyalty Manager (Lindon, UT)
The Customer Loyalty Manger is responsible for driving a high level of performance of multiple distinct teams with differing objectives and strategies. This individual will be expected to completely understand each work stream and to own and drive a culture of continued improvement, high performance and flawless execution.
The primary focus will be to manage both the day to day and strategic planning for the following initiatives: Inbound and outbound call center operations, customer contract renewal and attrition management, competitive market management and departmental audit and approval functions.
The manager will define create and use process performance data to monitor and measure team performance. They must possess the ability to make data based decisions and to analyze and present performance data to front line professionals to drive behavior and performance as well as to executives to build and drive strategy. The manager will coach, develop, and discipline the Supervisors that report to them. Monitor staffing, attendance, service levels, along with a number of other day-to-day call center duties. They will also be responsible for driving a rewarding, honest open culture within their teams.
# Apply below for Customer Loyalty job in Lindon, UT.
Required Skills
Essential Functions/Responsibilities
Manage both day to day functions of teams and implement sound strategy to drive performance
Own definition and creation of critical metrics and reporting
Proven ability to make data based decisions
Proven problem solving ability
Manage multiple priorities across teams
Develop and coach supervisors
Data tracking and reporting accountability
Escalation tracking and training
Process ownership and improvement
Willing to dedicate complete effort into achieving department goals and mission
Quickly learn and attain a high level skill level and proficiency with Vivint systems
Must be available to work various shifts as the job requires
Must be recommended by current Manager
Required Skills
Proficiency in Microsoft Office, especially MS Excel
Ability to understand and manipulate data to identify trends and opportunities for improvement
Strong leadership ability
Perform and adapt in a fast-paced and high pressure environment
Ability to work well on a team and drive results
Strong verbal and written communication skills
Goal and results oriented
Basic workforce knowledge a plus (IEX/Totalview)
Required Experience
3+ Years management experience
Bachelor's degree
2+ years managing team based initiatives and projects
Customer service experience preferred
Inbound / Outbound call center experience preferred
Knowledge of Vivint's equipment and software preferred
Vivint, an equal opportunity employer, does not consider any protected traits (e.g. race, creed, color, religion, gender, national origin, non-job-related disability, age, or any other protected trait) when hiring--under federal, state and local laws.
We are a drug free environment. We don't conduct pre-employment drug screening, however, we do conduct random drug testing on site.

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