Voice Communications Manager jobs in North Carolina
Voice Communications Manager is responsible for managing the policies and procedures of voice communications. Ensures uninterrupted access to all voice telecommunication features including voicemail, ACD or PBX systems. Being a Voice Communications Manager oversees the design and implementation of voice telecommunications networks. Selects vendors and negotiates contracts. Additionally, Voice Communications Manager reviews reports on system specifications in support of system upgrades and makes final decision regarding updates. Involved in long-range or strategic voice communications plans. May require a bachelor's degree in area of specialty. Typically reports to a top management. The Voice Communications Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Voice Communications Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Recently Added Voice Communications Manager jobs
Program Manager, Voice of Customer, CX
- Palmetto
-
Charlotte, NC
FULL_TIME
-
Company Description
Recognized by Forbes as one of the fastest-growing private companies in the United States, Palmetto believes that choosing to source clean energy from renewable resources like solar power should be a right, not a privilege. As such, we connect homeowners with renewable energy options such as solar power and energy storage systems. Through our marketplace business model, we empower solar sales professionals and solar installation companies with access to our proprietary design platform, financing, customer management system, logistics, and project management. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our industry-leading Net Promoter Score.
Our employees are our most valuable resource. Palmetto has a promote-from-within culture for talent development. We offer excellent benefits such as unlimited vacation/PTO, medical, dental, and vision coverage, parental leave, and retirement plans.
This role is located in-person at our HQ in Charlotte, NC.
Summary of Role
We are seeking a highly motivated and experienced Voice of the Customer (VoC) Program Manager to join our Customer Experience & Support team. The VoC Program Manager will be a key member responsible for designing, implementing, and managing programs that capture, analyze, and act on customer feedback. We will leverage this information to improve our products, services, and overall customer satisfaction. The VOC Program Manager will also serve as an internal driver of a customer-first culture, helping Palmetto continue to establish its standing as the client experience leader in the clean technology space.
Strategic & Tactical- Program Development and Management:
- Design and implement a comprehensive Voice of the Customer program that includes surveys, focus groups, interviews, and other feedback mechanisms.
- Develop a structured approach to capturing, analyzing, and reporting on customer feedback.
- Map out the customer journey and identify gaps / weaknesses to address.
- Collaborate with cross-functional teams to ensure the VoC program aligns with business objectives and customer needs.
- Data Analysis and Reporting:
- Analyze customer feedback data to identify trends, pain points, and opportunities for improvement.
- Create and maintain dashboards, reports, and presentations that effectively communicate insights to stakeholders.
- Monitor key performance indicators (KPIs) related to customer experience, satisfaction and loyalty.
- Customer Advocacy:
- Act as a customer advocate within the organization, ensuring that customer feedback is heard and acted upon.
- Work closely with business groups, product development, sales, and support teams to drive customer-centric improvements and mindset across the organization.
- Champion the VoC program and promote a culture of continuous improvement based on customer insights.
- Stakeholder Engagement:
- Partner with internal stakeholders to understand their needs and ensure the VoC program provides actionable insights.
- Facilitate regular meetings and workshops to share customer feedback and drive collaborative problem-solving.
- Build strong relationships with key customers to gather in-depth insights and foster loyalty.
- Continuous Improvement:
- Continuously evaluate and enhance the VoC program to ensure it remains relevant and effective.
- Stay up-to-date with industry best practices and emerging trends in customer experience and feedback management.
- Implement process improvements to increase efficiency and effectiveness of the VoC program.
- Bachelor's degree in Business, Marketing, Customer Experience, or a related field; Master's degree preferred.
- 5 years of experience in customer experience, customer feedback management, or a related role.
- Experience in solar energy or a related industry is a plus.
- Proven track record of designing and managing Voice of the Customer programs.
- Strong analytical skills with the ability to translate data into actionable insights.
- Excellent communication and presentation skills.
- Experience with customer feedback tools and platforms.
- Ability to work collaboratively with cross-functional teams and influence without authority.
- Strong project management skills with the ability to manage multiple priorities.
- Passion for improving customer experiences and driving customer-centric change.
- Consumer experience (B2C or D2C) is required and experience in a high-growth startup is highly preferred.
- Bias for action, entrepreneurial mindset, and focus on growth and scale.
- Customer contact rate
- Industry standard CX KPIs
- Cost / contact
- NPS throughout journey
- Palmetto brand reviews
Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law.
For more about our Privacy Policy, visit: https://palmetto.com/privacy-policy - 15 Days Ago
Project Manager
- ITG Communications
-
Powells Point, NC
FULL_TIME
- The Project Manager – Construction manages the full construction project lifecycle, from initial project planning phases through completion. Acts as a liaison between the client and project team membe...
- 8 Days Ago
Mortgage Relationship Manager
- FairPoint Communications
-
Charlotte, NC
FULL_TIME
- Opportunity with Ameris Bank in North Carolina or South Carolina - Remote Work AvailableAmeris Bank is offering an exciting opportunity for Loan Originators to work remotely with access to office faci...
- 5 Days Ago
Clinical Education Manager
- FairPoint Communications
-
Sanford, NC
FULL_TIME
- Dynamic Opportunity at Leading Healthcare Facility in Sanford, NCJoin Our Team as an Education ManagerReporting to the HR Director, this pivotal role requires an on-site presence for up to 20% of your...
- 5 Days Ago
Manager, Business Planning
- Charter Communications
-
Charlotte, NC
FULL_TIME
- JOB SUMMARYThis position is responsible for supporting the operational and financial planning and analysis needs of an organization and provides integrated analysis of financial and operational metric...
- 23 Days Ago
District Manager, Retail Stores
- Charter Communications
-
Hickory, NC
FULL_TIME
- JOB SUMMARYResponsible for building, owning, and driving a sales and retention culture across the Stores within assigned district. Meets and exceeds budgeted sales and revenue goals by implementing sa...
- 23 Days Ago
Voice Communications Manager jobs at Popular Companies
Communications Manager
- Smartly Job Board
-
New York, NY
- We are seeking a dynamic Communications Manager to join our team at Smartly. This role is pivotal in supporting our exte...
- 6/11/2024 12:00:00 AM
Alumni Communications Manager
- Milton Hershey School
-
Hershey, PA
- Description: Milton Hershey School (MHS) is one of the world’s best pre-K through 12th grade private schools, where stud...
- 6/10/2024 12:00:00 AM
Global Communications Manager
- Securitas Electronic Security
-
Uniontown, OH
- The Securitas Technology, part of Securitas AB, is a world-leading provider of integrated security solutions that protec...
- 6/10/2024 12:00:00 AM
Communications Manager
- Princeton University
-
Princeton, NJ
- Overview: High Meadows Environmental Institute (HMEI) the interdisciplinary center of environmental research, education,...
- 6/10/2024 12:00:00 AM
Communications Manager
- Texas A&M University
-
College Station, TX
- Job Title Communications Manager Agency Texas A&M University Department Business Development Proposed Minimum Salary Com...
- 6/9/2024 12:00:00 AM
Communications Manager
- State of Idaho
-
Boise, ID
- To independently plan, organize, and implement internal and external communications strategies within the agency includi...
- 6/8/2024 12:00:00 AM
Communications Manager
- Leidos
-
Reston, VA
- Description The corporate Enterprise Communications team at Leidos plays a key role supporting efficient business operat...
- 5/16/2024 12:00:00 AM
Communications Manager
- ADP
-
Barcelona, Cataluña
- ADP is hiring a Temporary Communications Business Partner In this role, you will … be a key member of the global payroll...
- 4/2/2024 12:00:00 AM
About North Carolina
North Carolina (/ˌkærəˈlaɪnə/ (listen)) is a state in the southeastern region of the United States. It borders South Carolina and Georgia to the south, Tennessee to the west, Virginia to the north, and the Atlantic Ocean to the east. North Carolina is the 28th-most extensive and the 9th-most populous of the U.S. states. The state is divided into 100 counties. The capital is Raleigh, which along with Durham and Chapel Hill is home to the largest research park in the United States (Research Triangle Park). The most populous municipality is Charlotte, which is the second-largest banking center in...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Voice Communications Manager jobs
$118,510 to $157,274
Most Popular Cities in North Carolina for Voice Communications Manager Jobs
What does a Voice Communications Manager do?
Voice Communications Manager in Florence, SC
Provide secure text, voice, and video conferencing with lots of moderating options.
February 07, 2020
Voice Communications Manager in Austin, TX
Where possible, we use our own world-class, global communications network and where necessary we also route messaging via other networks.
February 12, 2020
Voice Communications Manager in Burlington, VT
The IVCS is a computer controlled voice communications system that is capable of providing modern, reliable, and survivable interior voice communications in Navy combatant ships, Navy officials say.
December 20, 2019