• Manage multi-touchpoint net promoter score (NPS) program from start to finish, ensuring response to member feedback and reporting on progress and insights to teams across the organization.
• Ensure that the touchpoints across the members' journey are engaging, efficient, and effective.
• Deliver on key performance indicators (KPIs), including but not limited to Net Promoter Score (NPS), Customer Satisfaction scores (CSAT), complaint resolution rate, and survey response rate.
• Manage daily feedback collection using technology-based survey tools across multiple touchpoints of the member and organizational services journey ensuring the highest customer satisfaction metrics and world-class NPS.
• Manage feedback loop ensuring challenging feedback and complaints are identified and addressed by the appropriate departments in an expedient manner.
• Provide input and direction to the Training and Quality Team to improve processes and address re-training needs identified through member feedback.
• Work with internal departments to ensure Espyr meets clients' expectations and performance guarantees.
• Keep track of service metrics and trends responsive to member experience changes and collaborate with the various service departments (Member Care, Organizational Services, Health Coaching) in sustaining an optimal member experience.
• Produce adhoc, weekly, monthly, and quarterly reports to Espyr’s management.
• Influence client growth by identifying cross-sell, and up-sell opportunities in the client survey (POCs) to be acted on by the Marketing and Sales teams.
• Additional projects/tasks assigned by the Director of Operations and/or leadership team.

• Data-driven mindset.
• Superior knowledge of the principles of customer experience and customer service.
• Excellent interpersonal communication, relationship building, and consultative skills.
• Excellent organizational, time management, problem resolution, and proactive communication (written and verbal) skills.
• Analyzes and evaluates information; assimilates and understands incoming information and uses cognitive skills to determine direction independently, i.e., interpreting member feedback into process improvements.
• Proactively identifies solutions that enhance member experience and client retention.
• Strong working knowledge of EAP and counseling regulations and guidelines.
• Must be able to work independently as a part of a team.
• Must be able to perform tasks in a fast-paced environment and meet strict deadlines and reporting needs.

• Minimum of 5 years of experience working in a call center environment with at least 2 years in a Quality or Customer Experience leadership role.
• Bachelor’s degree preferred.
• Strong working knowledge of Microsoft Office Suite including Excel.
• Experience with data analysis and generating reports using Excel.
• Prior experience with Salesforce and commonly used survey platforms is a preference.

Espyr® is a leading voice in the field of mental health solutions. Our mission is to enable people and organizations to achieve their full potential. One of the ways we do this is by providing immediate, customizable behavioral health solutions that extend beyond mental health counseling. We aim to help clients care for their members holistically with technology-enabled coaching and counseling, leading to higher engagement, reduced health claims, and better ROI.