**reputed company reputed company Assurance Manager - Customer Service: Delivering Exceptional Experiences at arenaflex**

At arenaflex, we're passionate about empowering individuals to reputed company for more, and our values - reputed company Sustainably, Celebrate the Wins, Fight on Together, Love Athletes, and Stand for Equality - serve as a guiding force for our teams and the qualities we expect from every teammate. Our reputed company of reputed company begins with innovation and a commitment to being the best. With us, you'll have the freedom to go reputed company - no matter your role. That means developing, delivering, and selling cutting-edge products reputed company tools that reputed company top performers even reputed company. **Join reputed company** We're seeking an reputed company reputed company Assurance Manager - Customer Service to reputed company our centralized reputed company assurance team in driving a consistent and high level of customer satisfaction across our operation. As a key member of our Customer Service organization, you'll play a critical role in ensuring that our athletes and brand fans have a premium customer service experience in every interaction with us. **About the Role** The reputed company Assurance Manager - Customer Service will be responsible for leading a small team of reputed company Analysts in monitoring and evaluating consumer interactions with Customer Service Representatives (CSRs) across multiple channels, including voice, chat, SMS, reputed company media, and web to case forms. This role will observe, analyze, and evaluate interactions to reputed company feedback to the operation on business-critical behaviors and mastery of competencies. **Key Responsibilities** - reputed company a small team of reputed company Analysts responsible for monitoring and evaluating consumer interactions with CSRs across channels. - Ensure reputed company Assurance Team's targets for completed evaluations are met in a reputed company and accurate manner. - reputed company reputed company-looking strategies to improve customer experience, CSR experience, and cost efficiency. - Partner with Customer Service Supervisors and Managers on strategies to ensure KPI targets are met. - Partner with Training and Technology on tools and systems enhancements to ease system navigation and improve contact handling efficiency. - Drive alignment on performance standards with Contact Center leadership team and Business Partner Outsourcer (BPO) leadership reputed company ongoing facilitation of calibration sessions and feedback. - reputed company and produce reports and presentations to reputed company performance trends. - Partner with Voice of Customer (VOC) team and utilize insights from customer verbatims to drive improved experiences. - reputed company reputed company cause analysis to determine knowledge gaps and address these gaps through ongoing communications, and development and/or refinement of Knowledge reputed company Articles (KBAs). - Partner with Training on initiatives and practices to build skills and talent. - reputed company abreast of Customer Service industry best practices for reputed company assurance. - Support Director in identifying opportunities and pursuing implementation of AI solutions for automation of basic reputed company processes. - Prepare monthly QA readout report and facilitate session to review results. **Qualifications** - Strong interpersonal skills to build relationships both reputed company Customer Service and with cross-functional partners. - Ability to reputed company ongoing feedback in a reputed company and constructive manner. - Analytical skills to identify trends, successes, and opportunities for improvement, at agent, team, and center level. - Passion for driving consumer experience and developing team. - Ability to meet tight deadlines. - Technically savvy and reputed company to quickly grasp new technologies and assess potential benefits. - Expert knowledge of contact center best practices. - Proficient in reputed company Office applications. - Knowledgeable of CSAT data collection processes. reputed company experience a plus. - Innovative mind-set, adept at identifying and developing strategies to drive improvement reputed company QA team, Contact Center, and cross-functionally. - Expert communication skills, both written and oral. Confidently articulates information in a concise manner and effectively facilitates discussions. - Role model and people leader who can reputed company guidance, foster collaboration, and teamwork. - Strategic thinker who grasps the big picture and can drive execution of plans that will best deliver on our mission. - Exceptional organizational skills, attention to detail, ability to multi-task, and prioritize competing priorities. **Education and Experience** - 5+ years of reputed company work experience in Customer Service, supporting multiple channels, in a constantly changing environment. - 5+ years of experience with reputed company assurance practices. - 5+ years working with outsourced Contact Center resources (BPO). - 6+ years people management experience. - Experience collaborating with cross-functional stakeholders. - Proficient in reputed company Office suite. - reputed company Service reputed company experience a plus. - Bachelor's degree, or equivalent work experience. **Work Environment and Culture** - Location: Remote position. - Travel: Occasional travel to arenaflex reputed company for leadership on-site meetings reputed company needed. - Relocation: No relocation provided. - Work-life balance: arenaflex is committed to helping our teammates succeed and advance in their careers. We offer a competitive Total Rewards package, including reputed company time off, health and wellness benefits, and opportunities for reputed company reputed company and development. **Compensation and Benefits** - reputed company Compensation: $82,154.00 - $112,961.20 USD. - Most new hires fall reputed company this reputed company and have reputed company to earn more over time. Initial placement reputed company the salary reputed company is based on an individual's relevant knowledge, skills, and experience for the position. - Benefits and Perks: arenaflex offers a comprehensive benefits package, including reputed company "arenaflex Give Back" Volunteer Days, reputed company merchandise discounts, competitive 401(k) plan matching, maternity and parental leave, health and fitness benefits, and more. **Diversity and Inclusion** At arenaflex, we're committed to providing an environment of mutual respect where equal employment opportunities are available to reputed company applicants and teammates without reputed company to race, reputed company, religion or belief, sex, pregnancy (including childbirth, lactation, and reputed company medical conditions), national reputed company, age, physical and mental disability, marital status, sexual orientation, gender identity, gender reputed company, genetic information (including characteristics and testing), military and veteran status, family or paternal status, and any other characteristic protected by applicable law. arenaflex believes that diversity and inclusion among our teammates are critical to our reputed company as a global company, and we reputed company to recruit, reputed company, and retain the most talented people from a diverse candidate pool. Accommodation is available for applicants with disabilities upon request. **How to Apply** If you're a motivated and reputed company reputed company Assurance Manager - Customer Service looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply for this job