Customer Experience Supervisor

Primary Accountabilities

• Assist in the supervision of the Customer Service Center daily activities.
• Ensure service levels goals are being met and take appropriate action to meets standards.
• Ensure that all Customer Experience Representatives are handling calls/emails in accordance with Customer Service Center standards and taking appropriate follow-up action.
• Provide timely support and guidance to Customer Experience Representatives and ensure we are taking appropriate action to enhance customer experience.
• Handle situations that require escalation beyond Customer Experience Representatives.
• Provide coverage assistance within the various departments within the Contact Center (daily, weekends, holidays).
• Perform monthly coaching sessions with team to review the quality of calls.
• Provide on-going on-the-job training support for Customer Experience Representatives.
• Partner with training department to provide developmental/progression training (documents, material, etc.) for Customer Experience Representatives.
• Motivate and counsel agents through positive communication and feedback.

Physical Requirements & Working Conditions

• Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated.
• Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications.
• Must be able to clearly communicate verbally and in writing with all internal and external customers.
• Must also be able to hear sufficiently to engage in daily discussions and interactions.
• Must be able to read and understand bank-related documents.
• Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time.
• Must also be able to adapt to different work environments as needed to perform the job.