Senior Technical Consultant

Job Description

Looking for an experienced CX Incentive Compensation Specialist to design, implement, and manage incentive compensation plans for our client teams. Responsible for developing and administering programs that drive customer satisfaction, loyalty, and business growth. Responsibilities: Design and implement CX incentive compensation plans that align with business objectives. Develop and maintain metrics and benchmarks for CX teams (CSAT, NPS, FCR, AHT, etc.). Analyze CX data and performance metrics to identify trends and areas for improvement. Collaborate with CX leadership to set performance goals and targets. Manage incentive compensation budgets and ensure accurate payout calculations. Communicate incentive plans and performance results to CX teams and leadership. Continuously monitor and evaluate the effectiveness of incentive plans. Develop business cases and proposals for new incentive programs or changes to existing plans. Must Have: 5+ years of experience in CX operations, incentive compensation, or a related field. Strong analytical and problem-solving skills. Experience with CX metrics and benchmarks (CSAT, NPS, etc.). Strong communication and interpersonal skills & ability to work effectively in a fast-paced environment Understanding CRM principles and recommend solutions to customer, handling feedback, and ensuring a positive customer experience Understanding of Conversions using Import/Export Management Desired: Knowledge of Oracle CPQ application is added skill Oracle Service Cloud Trained/Certified with understanding of Oracle Service Cloud architecture Experience in Interface Development with CRM integrations including usability, accessibility testing and validation Good programming skills, as well as the ability to review complex code bases written by others