Assistant CX Manager in New York

Mission

This person will assist with managing the CX Support Team by carrying out administrative tasks, supporting agents, and managing schedules.

Requirements

Scheduling

• Ensure the CX Support Team schedule closely matches forecasts
• Identify and implement agent schedule changes
• Approve/Deny PTO and Make-Up Days
• Coordinate break-times
• Approving timesheets

Zendesk Management

• Escalated Cases
• Handling all ‘Manager request’ phone calls
• Sending warning messages to customers
• Monitoring the inbox
• Moving tickets to prevent a backlog
• Moving tickets to minimize response time

Quality Assurance Support

• Complete monthly QA assignments by the 20th of each month

Performance Coaching

• Hold 1x1 “Check-in” meetings with CX Agents
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