Customer Experience Supervisor

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Supervise the team effectively.

• Oversee daily workflow management to achieve required KPIs and SLAs, ensuring adequate staffing and coverage for shifts amid scheduled or unscheduled absences.

• Assess team members' performance through various communication channels.

• Manage the time and attendance records for the team.

• Control the department's actual overtime within budget limits.

• Evaluate processes and procedures for efficiency and precision.

• Engage in recruitment, interviewing, hiring, and onboarding processes.

• Foster team development.

• Conduct regular discussions with direct reports.

• Set and review performance objectives and progress throughout the year, documenting updates in UKG.

• Offer coaching, development, and corrective feedback to team members.

• Prepare and present performance evaluations and PIPs as necessary.

• Follow up on Quality Assurance feedback and discuss it with individual team members.

• Work with the supervisory team to identify opportunities for future training.

• Suggest training recommendations.

• Conduct annual performance evaluations for team members.

• Manage customer interactions.

• Address customer escalations through all available channels as required.

• Collaborate with other departments on escalations by providing guidance and direction for optimal solutions.

• Escalate issues to leadership as necessary concerning cross-departmental or interdepartmental communications for appropriate resolution guidance.

• Manage incoming customer interactions across all channels during peak volume times.

⛳️ Requirements

• High School Diploma or equivalent qualification.

• Preferred supervisory experience in a call center setting.

• Ability to communicate effectively across multiple channels, including telephone, email, social media, online chat, and text.

• Excellent spelling and grammar skills.

• Capable of making sound and accurate decisions independently while balancing business needs with customer expectations.

• Highly skilled in Microsoft Office applications.

• Ability to learn and utilize recruiting and onboarding software, such as D365.

• Knowledgeable in security system design and troubleshooting.

• Must complete ADC certification within 90 days.

• Ability to acquire and maintain state licenses and technical certifications as required to access customer accounts.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance.

• Access to HSA/FSA programs.

• Company-funded life and AD&D insurance.

• Company-paid short- and long-term disability coverage.

• Optional benefit products.

• 401k retirement savings plan available after just 60 days.

• 7 Company Holidays and 2 Floating holidays of your choice.

• Paid Time Off.

• Tuition reimbursement offered.

• Employee Assistance Program (EAP) provided.