Supervisor, Customer Experience

About This Role

Lead and inspire a team of customer service professionals to achieve performance targets and deliver outstanding service while driving efficiency in contact center operations and ensuring customer satisfaction.

Responsibilities

• Lead and motivate a team of 18+ customer service representatives to achieve performance targets and deliver outstanding service
• Drive efficiency in call center operations, implement process improvements, and ensure adherence to service level agreements
• Implement and oversee quality assurance programs to maintain service standards and ensure customer satisfaction
• Provide ongoing coaching and training to team members, identifying areas for improvement and supporting professional development
• Utilize call center metrics to monitor individual and team performance, providing feedback and implementing corrective actions as needed
• Handle escalated customer issues, ensuring timely and effective resolution while maintaining a positive customer experience
• Foster open communication within the team, promoting a collaborative and positive work environment

Requirements

• Minimum of 2 years in a supervisory role within a call center environment
• Demonstrated commitment to delivering exceptional customer service
• Proven ability to lead and motivate a team, with strong coaching, decision-making, and problem-solving skills
• Comfortable working in a fast-paced environment, with the ability to adapt to changes and implement innovative solutions
• Excellent communication and interpersonal skills

Qualifications

• Minimum of 2 years in a supervisory role within a call center environment

Nice to Have

• Basic understanding of telecommunications products and services

Benefits