Customer Experience Supervisor

About the role

The Performance Manager’s primary focus is coaching, developing, and managing a designated team of virtual customer service agents located in a contact center setting. This position would have approximately 15 direct reports and is responsible for the team's adherence to corporate attendance and employment policies.

Responsibilities

• Coaches and supports team with a goal of continuous growth and skill improvement
• Inspires exceptional performance by managing at an individual level and leading by example
• Provides continuous feedback to team members for their progress and progression plan for their role
• Directly responsible for directing, coordinating, and evaluating designated units or certain personnel in accordance with the organization's policies and applicable laws
• Responsible for the overall coordination and management of a segment of the company's bank activities or one or more of the bank’s product lines
• Supervisory Responsibilities: Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; providing pay change recommendations; disciplining employees; addressing complaints and resolving problems

Qualifications

• Bachelor's (4-year college) degree and 2-4 years of experience or equivalent combination of education and experience
• 5-10 years of experience or an equivalent combination of education and experience