-
1 person is interested
Service Experience Manager
ORGANIZATION: JAARS
Please visit the new page to apply.
-
1 person is interested
Target Staff Type Supported/Volunteer
Work Location JAARS Waxhaw
FTE 1.000
Position Summary
The Service Experience Manager will drive service experience and operational excellence by supporting the Service Desk function for the JAARS campus. The Service Desk receives inbound calls and messages for technical and operational outages and service needs. The Service Experience Manager will continuously improve quality and technology in the staff’s policies, procedures and workflows for, but not limited to, overall call effectiveness, routing of incoming calls and receptionist activities, change, practices, etc.
Position Responsibilities
- Analyze and develop policies, procedures, plans and programs with focus on improving long term, scalability and sustainable organizational value and efficiency
- Supervise receptionist and switchboard staff, including scheduling, coverage, training and learning
- Collaborate with the Technology and Business Solutions team to implement automated practices and tools
- Support other staff in a matrix environment
- Develop reports, metrics and KPIs(Known Performance Indicators) to track effectiveness and efficiencies of the Service Desk’s activities, projects and programs
- Develop recommendations for training internal team members and internal department stakeholders on service desk activities and/or related organization functions
Position Requirements
- A deep and growing walk with the Lord Jesus that includes your personal spiritual growth and the ability to support others in their spiritual growth
- Embrace the vision, mission and core values of JAARS
- Degree in Communications, Management Information Systems, related discipline or equivalent experience preferred
- Demonstrated experience in performing the essential duties with emphasis in the management and administration of inbound call desks and/or contact centers and/or receptionist teams or equivalent
- Experience in technology that will significantly support current automated processes and systems; implementing call center operational processes highly desired
- Experience in supervising teams focused on administration, receptionist, call center, contact center or related support
- Excellent verbal and written communication skills
More opportunities with JAARS
No additional volunteer opportunities at this time.
About JAARS
Location:
7405 Jaars Rd, PO Box 248, WAXHAW, NC 28173, US
Mission Statement
Our Vision is that people’s lives and communities are transformed as they experience God’s Word in their own language. Our Mission is to make Bible translation and language development possible, especially in the most remote and difficult places on earth. We do that by enabling locally-appropriate and sustainable solutions in transportation, technology, and training.
Description
JAARS is a multidisciplinary team of problem-solvers committed to the belief--and the vision--that people’s lives and communities are transformed as they experience God’s Word in their own language.
We are a community of full-time missionaries, dedicated volunteers, and a few employees who work together to accomplish the Great Commission goal of providing Scripture to every people group on earth in a language and form they clearly understand. We do that by supporting Bible translation and language development partners globally, and by working with prayer and financial partners in the United States to help make a range of unique on-the-field solutions possible.
CAUSE AREAS
WHEN
WHERE
JAARS7405 Jaars RdWaxhaw, NC 28173
DATE POSTED
September 27, 2021
SKILLS
- Customer Service
- Program Management
- Organization
- People Skills
GOOD FOR
- People 55+
REQUIREMENTS
- Background Check