NPS ChampionThe NPS Champion is a leader and influencer, customer-facing, site-oriented leader that is responsible for the project management, process documentation and facilitation of the Net Promoter System in our impacted client sites, both domestic and offshore. This role will also act as the advocate for the sites – but also the auditor- within the organization and help us advance our customer experience and build our business while collaborating cross-departmentally to ensure the Net Promoter System is trained and adopted within our sites in an optimal way and is executing on all NPS requirements for success.
We expect greater of ourselves... What’s Your Greater? Come find it at ResultsCX!
In this role you will:
- Develop and execute an NPS roadmap to support and deliver cultural change across the Comcast account, site, and support organization. – making NPS understanding and execution a top priority
- Partner with Result’s Comcast account, site and dept leaders and stakeholders and other to analyze, design, document and communicate strategic plan for implementing NPS across all Comcast sites
- Identify areas for innovation to improve the customer’s experience -- from systems and technology to process and data improvements and communicate these findings up appropriate personnel for agreement and approval.
- Facilitate the Comcast net promotor score (NPS) initiative and ensure best practices are incorporated into process expectations that will drive top tier NPS performance and ongoing improvement.
- Define and communicate process ownership and expectations to the appropriate dept leaders to ensure NPS expectations are supported and executed in all departments as defined in the process documents.
- Identify Key Performance Indicators and implement actionable program to deliver top tier NPS performance.
- Package NPS procedures and processes to support the NPS roll out to all the Comcast Care sites leveraging best practices for delivering NPS as well as Comcast process expectations.
- Identify and plan for internal process documentation as well as impacts to our internal Result’s processes that need to be considered and planned for in the NPS implementation.
- Serve as ongoing support and audit of NPS processes and continuous improvement across the Net Promoter System.
We are looking for someone who has:
- Knowledge and understanding of site operations
- Process and project management skills
- Leadership and motivational skills.
- Excellent communication skills.
- Experience in developing and managing employees.
- Knowledge, experience on call center protocols – IVR, KPI’s, CRM, and best practices.
- Excellent computing skills – (Excel, Word, Outlook, Google docs.)
- CRM and customer satisfaction methodologies – (VOC, Net Promoter, etc.)
- Ability to problem solve and determine/recommend solutions.
- Requires 5 or more years of related experience, including management experience of prior customer service teams in a call center environment
- Preferred prior experience building and implementing an NPS system
- Prior experience developing and managing an international customer service function a significant plus
Why join our ResultsCX team?
- All-around fun in the workplace
- Healthcare Benefits
- Opportunity to grow with ResultsCX if that’s “Your Greater”
About ResultsCX:ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.
ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.
