Customer Experience Supervisor

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

📋 Description

• Oversee, assess, and enhance the customer service team to achieve customer satisfaction objectives.

• Participate in division and corporate strategic initiatives.

• Build strong relationships with direct reports and strive to maintain or elevate employee satisfaction.

• Supervise personnel activities to guarantee consistent, accurate, and timely processing in accordance with departmental standards.

• Allocate resources effectively to ensure balanced support across various service channels.

• Develop, sustain, and oversee unit standards, processes, and procedures.

• Ensure effective internal and external communication while conveying division and corporate objectives.

• Track customer trends and identify potential service issues; escalate matters and suggest and implement procedural and system enhancements.

• Serve as a subject matter expert on call handling processes and protocols.

• Aid in the formulation of the unit budget and monitor expenditures.

• Identify opportunities for process improvements that lower administrative costs without compromising service quality.

• Collaborate with other units and departments on special requests, workflow challenges, production issues, and escalated customer concerns.

⛳️ Requirements

• Bachelor’s degree in a related field or equivalent experience.

• At least 2 years of leadership experience in a business-related setting.

• Ability to communicate effectively across all levels of the organization.

• Strong organizational skills and project management capabilities.

• Exceptional verbal and written communication skills.

• Proficient in spreadsheet and word processing software.

• Competence in working with various system applications.

• General knowledge of call center technology and service channels is preferred but not mandatory.

• Capability to analyze work processes and make recommendations to enhance departmental efficiency.

• Ability to regularly exercise discretion and independent judgment while performing job responsibilities.

• For remote positions, demonstrate active engagement in virtual settings, including maintaining camera presence during meetings.

• Employees will have access to sensitive personal information and must adhere to Information Security and Privacy Policies.

• Compliance with pre-employment substance abuse testing is required.

🏝️ Benefits

• Potential bonuses and commissions may be part of the compensation package.

• VSP Vision benefits are offered (specific details not provided in the posting).

• Availability of a remote work arrangement.

• Requirement to maintain camera presence during virtual meetings to facilitate effective communication and team alignment.