Are you interested in helping create a brand-new, purpose-driven company in the music industry? Do you thrive in a collaborative, entrepreneurial environment?  If you do, we would like to get to know you.

WORKING AT THE MLC

The Mechanical Licensing Collective (MLC) is committed to excellence, service, transparency, and diversity. Our culture is collaborative, our people are adaptable, and our office environment is open. On our team, you are respected, valued for your unique strengths and experiences, and empowered to identify and resolve your own challenges.

THE ROLE

In this role, you will partner with the Manager, Customer Experience Delivery to lead a team of customer experience associates to ensure the consistent delivery of world-class experiences to our creators, publishers and DSPs. You will invest in the development and performance management of team members and help execute engagement activities aligned with the MLC’s guiding principles. You will support the vision and strategy of the contact center and partner closely with the Voice of the Customer team to ensure seamless and uniform help.

QUALIFICATIONS

  • Bachelor’s Degree or equivalent
  • Two years related work experience in Customer Experience Specialist, Supervisor or Team Lead; Quality Specialist or Lead
  • Experience working with payment and tax information strongly preferred
  • Quantitative and qualitative analysis skills
  • Strong written and verbal communication
  • Lean Six Sigma (LSS) experience in the application of LSS principles to achieve operational excellence is a plus
  • Multi-channel support experience preferred

ESSENTIAL RESPONSIBILITIES

STRIVE FOR OPERATIONAL EXCELLENCE & DATA ANALYSIS BY:

  • Supporting continuous process improvement
  • Communicating and monitoring KPIs including SLAs (service-level agreements), FCR (first contact resolution), productivity goals (tickets per hour), and customer satisfaction scores
  • Conducting an ongoing assessment of KPIs to ensure alignment with organizational objectives
  • Ensuring a world-class and seamless experience for both internal and external stakeholders
  • Conveying the customer experience and its drivers to a variety of audiences in a way that is concise and impactful

LEAD WITH PURPOSE BY:

  • Modeling an empathetic approach to customer care that centers around building trust and removing barriers
  • Cultivating a high-engagement environment where team members feel valued and understand how their day-to-day work contributes to the mission of the broader organization
  • Equipping team members for individual success by helping them create development plans and providing access to the tools necessary to reach growth milestones
  • Regularly delivering constructive, actionable feedback to team members

YOU WILL CHAMPION THE MLC’S CULTURE BY:

  • Applying The MLC’s Guiding Principles to your work and your behaviors
  • Being process-oriented, data-driven, and tech-savvy; being collaborative, curious, and open to new ideas
  • Engaging in a diverse and dynamic team; mentoring team members; continuing with personal development
  • Inspiring others with your enthusiasm and humility

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