Customer Experience Supervisor JobPlano, TX
Why You'll Love This Job
Customer Experience Supervisor is responsible for the overall customer journey. This will encompass their experience before they reach the site, while they're at the site, and once they've left the site. The supervisor will be responsible for coaching and holding customer experience representatives accountable to provide the highest level of customer service.
Supervisory Responsibilities
- Hires and trains customer experience representatives.
- Oversees the day-to-day workflow and scheduling of the department.
- Conducts performance evaluations that are timely and constructive.
- Handles discipline and termination of team members as needed and in accordance with company policy.
The essential functions include, but are not limited to the following:
- Manage a Team of Customer Experience support representatives for service and sales performance.
- Develop daily, weekly, and monthly objectives for the call center’s activities.
- Participate in strategic vision and planning session, representing call center area for Company's growth objectives.
- Collect and analyze call-center statistics, including team’s performance.
- Monitor and improve customer interactions, etiquette, and other service procedures.
- Evaluate performance with key metrics.
- Collaborate with other departments for maximal customer and client satisfaction and turnaround times.
- Taking on other tasks or projects to support employees, other managers, and call center operations.
- Manage and correct all timesheet discrepancies timely.
- Manage reward and recognition programs to drive performance.
- Monitor calls and report findings for additional one-on-one training and employee development.
- Conduct Weekly 1:1s with direct reports.
- Performs other duties as assigned.
Skills & Qualifications
Minimum Qualifications (Knowledge, Skills, and Abilities)
Skills and qualifications that assist in efficiently completing this job include:
Experience in call center customer service is required, people management experience preferred.
Knowledge of performance evaluation and customer service metrics utilization for continuous service improvement.
Proficient in MS Office.
Outstanding communication and interpersonal skills.
Excellent organizational and leadership skills with a problem-solving ability
Positive and driven.
High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated.
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
- Prolonged periods sitting at a desk and working on a computer.