Supervisor, Customer Experience

Objectives of the position

• Organize and direct representatives within your team, you will be responsible for assessing their work and give them feedback to maximize performance.

  • Assist in hiring and training employees, monitoring representative progress, and coaching them to cultivate the knowledge and skills to provide excellent service to customers.

Functions

• Lead by example a team of operational employees including SME’s and representatives

  • Responsible for personnel development and management of their teams

    • Accountable to meet KPI goals both internal and external

  • Create developmental plans to drive performance by analyzing and interpreting data

  • Execute actions that aid in performance management such as monitoring and evaluating performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

  • Manage daily/weekly/monthly employee’s schedules, aligning staffing and requirements

  • Handle escalated customer contacts, diffuse complicated situations and provide resolution

  • Answer questions from representatives and provide guidance and feedback

  • Devise ways to optimize process and procedures

    • Identifying operational issues and suggesting possible improvements

  • Ensuring representatives understand and comply with all call center objectives, performance standards, and policies

  • Oversee administrative tasks such as: Vacations request, equipment status and delivery, compensation, adherence and compliance

  • Meets with management to report the progress of the team

  • Maintains any certifications the company requires of supervisors through continuing education or advanced training

  • Gathers and compiles data/paperwork for all mangers in various topics and aids in follow ups

  • IT ticket creation and follow up

  • Handles DP request and aids in creating both the official “Acta”, as well as the backup documentation and reports needed

  • Manages Job abandonments, last contact attempts with CCR, drafts the required paperwork and reports to send to HR