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Customer Care Care Simple Mobile Growth Lead



Customer Care & Operations

Miami, FL
 • 
ID: 512-082421
 • 
Full-Time/Regular

Who we are:

 

  • Recognized leader: Rated #1 Prepaid Wireless Provider in the U.S.
  • Technology driven: Opportunity to work with state-of-the-art technology.
  • Teamwork:A supportive team environment that thrives on innovation.
  • Culture: An entrepreneurial focus, where ownership and ingenuity are expected.
  • Benefits: Excellent health benefits, Matching 401K, and education reimbursement.
  • Company values: TRAC values fosters a work environment of: Trust, Respect, Accountability and Collaboration.

 

 COVID-19Candidates selected for potential hire must be fully vaccinated against COVID-19 prior to employment.

 

 What you will do:

 

The Customer care Growth Engine Brand Lead will provide analysis of all survey data sets from Customer Care and Customer Experience (CX). 

  • Review all functions for the assigned brand, in all channels / data sets to identify customer impacting issues that negatively impact the customer experience.
  • Initial Impact Assessment / Root Cause Analysis to define and address existing problems and provide solutions for the identified opportunities.
  • Provide recommendations / solutions on processes and/or procedures to confirm improvement in the customer experience in all areas

 

Responsible for notifying the Growth Engine Team on: 

  • Identify the root cause of the issues and implement solutions.
  • Work and collaborate with the brand leaders for feedback and possible solutions where needed.

 

Reduce Churn

  • Assist in implementing strategies at the customer care/agent level and identify sales opportunities for the brand from the customer care perspective to reduce churn for the brand.
  • Recommend strategies and execute tactics that drive business results for the assigned brand for all function in all channels. 

 

New Initiatives 

  • Gather, develop, and provide end-to-end requirements from the customer care perspective of new products.
  • Other duties may apply

Required Experience

  • Associate Degree or equivalent combination of education and experience with a focus on analysis & enhancements.
  • College/University Degree a plus
  • 3 years’ experience in Call Center Operations, Customer Retention or Analysis.
  • Actively monitor company operations with the goal for enhancing business process and company structure.
  • Ability to work independently, analyze, and recognize data trends find root cause and implement solutions.
  • Prefer candidate to be very knowledgeable in all TracFone brands, products and services.
  • Excellent communication skills and organizational skills.
  • Proficient in Microsoft Word, Excel, Powerpoint 
  • Knowledge of SQL 

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