Senior Supervisor, Customer Experience

Job Track Description:

• Assists others in achieving goals.
• Manages performance appraisals and pay reviews.
• Manages training for 3 or more employees.
• Manages hiring and termination actions.
• Requires broad technical expertise and industry knowledge.
• Is accountable for functional, operational, and/or program management.

General Profile

• Supervises daily tasks of complex business, technical support, or production teams.
• Sets team priorities to ensure timely completion.
• Coordinates work activities with other supervisors.
• Makes decisions based on policies, procedures, and business plans.
• Receives guidance from manager.
• Able to perform work unsupervised.

Functional Knowledge

• Understands and applies concepts in the field of expertise.
• Has basic knowledge of other disciplines.

Business Expertise

• Understands how to improve efficiency across related teams.

Impact

• Impacts the quality and effectiveness of the team and its contribution to the subfunction.

Leadership

• Sets priorities for and instructs employees to meet daily deadlines.

Problem Solving

• Resolves day-to-day technical and operational problems.

Interpersonal Skills

• Uses clear communication skills to exchange information and handle sensitive issues.

Responsibility Statements

• Delivers quality, productivity, and compliance KPI reports.
• Coaches front-line supervisors and tier 2 or 3 agents to enhance performance.
• Gives processes and business updates to the team.
• Examines known best practices for continuous improvement.
• Reviews performance statistics and addresses improvements.
• Engages with the client for regular business updates.
• Performs additional duties as assigned.
• Complies with all policies, procedures and standards.