Manager, Customer Experience

Shentel (NASDAQ: SHEN) is a regional telecommunications company successfully providing a broad range of telecommunication solutions for over 110 years. Shentel is committed to enriching the lives of the customers we serve with the highest quality telecommunication services by making major investments in technology easy. It is our vision to provide rural communities with access to the same level of telecommunications services as those found anywhere else in the US. With operations in multiple states, we provide our customers with wireline and wireless telephone, Cable TV, and internet. In addition Shentel is proud to be an affiliate of Sprint. We own and operate the more than 1000 towers that support our wireless network and employ the teams who work in our 48 Sprint stores, provide customer service, and operate the wireless network. We are looking for dedicated people with professional attitudes who take pride in providing superior customer service, closing sales and driving success of all of the facets of our business. We’re Shentel. Always connected to you. Shentel is an Equal Opportunity Employer and a Drug-Free Workplace.

Job Summary: This position will ensure best in class interactions through overseeing the quality monitoring program, workforce management strategies, and customer feedback mechanisms within the Customer Service organization. This role will strongly focus on improving the overall experience of the customer as they interact and conduct business with Shentel. An expectation will be to identify opportunities for process improvement that will lead to improved customer satisfaction. This role will also be focused on enhancing the employee experience within the Customer Service organization, soliciting and acting upon ideas to increase the employee’s level of engagement and satisfaction as it pertains to the customer experience.

I. Qualification Requirements:
a) Education: Bachelor’s degree in related field is preferred.

b) Experience Level: 10 or more years of customer service experience. 5+ years of supervisory experience is required. Experience in Quality Assurance and within a Call Center environment preferred.

Knowledge of:
1. Skilled in Genesys applications, including Business Manager and Optimizer or current call management system, preferred.

2. Must exhibit strong leadership and mentorship sensibilities.

3. Must demonstrate a clear understanding and appreciation of Call Center concepts and practices, including: use of systems, call routing, contract channels, types of customer transactions/interactions, workforce management, career pathing, staff development, diversity of learning styles and the unique demands of customer-facing (phone or in person) frontline call center staff.

4. High level of proficiency on a PC and an intermediate to expert level of experience in the Microsoft Office Suite (PowerPoint, Word, Excel).

5. Must be task, team and detail-oriented, a team player.

6. Must have demonstrated experience in communicating effectively with all levels of leadership and call center representatives/employees.

7. Must be available for periodic travel, approx. 15%, to the regional call center and other Shentel locations.

8. Strong metric and analytic skillset; ability to quantify the impact of customer experience programs and initiatives to measure outcomes. Ability to maintain a high level of confidentiality and handle sensitive information.

Shentel is an Equal Opportunity Employer and a Drug-Free Workplace. Click to review our Privacy Policy.

Shentel will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please email employment@emp.shentel.com and provide your name and contact information.