Customer Experience Supervisor

Principal Duties And Responsibilities

• Promote an extraordinary customer experience on every interaction with both internal and external customers
• Oversee incoming and outgoing communications to ensure timely, accurate and professional responses
• Set, monitor and frequently review team goals and metrics
• Meet regularly with each team member to review metrics, provide feedback and coaching, and address concerns
• Handle escalated situations and act urgently when necessary
• Foster the growth and effective operation of the team by coordinating and scheduling appropriate training sessions, and developing training documentation
• Manage client relationships by providing top level support
• Energize and motivate the team through strong leadership, clear communication and by setting a positive and professional example

Required Experience, Skills And Abilities

• Minimum of 4 years’ experience supervising Customer Service personnel in a call center environment
• Excellent interpersonal skills and ability to motivate the team and create a supportive working relationship
• Excellent professional verbal and written communication skills
• Detailed oriented; strong organizational skills
• Strong critical thinking and analytical skills
• Independent decision making and delegation experience
• Advanced computer skills, especially in Microsoft Word & Excel
• Experience with Service Cloud is a plus
• Ability to identify the root cause of a problem and develop solutions to mitigate
• Interdepartmental and customer relationship skills
• Work schedule flexibility