Supv, Customer Experience

The Customer Experience Supervisor supervises up to three tiers of Customer Experience team members. Responsible for developing Customer Care Center to meet, maintain, and exceed required standards in productivity, quality, and accuracy while promoting a positive teamwork environment. Role is also 3rd level escalation for issues and escalated calls.

Provide daily direction to CCC agents and monitor productivity and service levels to meet CE KPIs requirements. Perform random quality checks for all agents to maintain the highest standards of accuracy and quality. Provide real-time and continual feedback/training regarding processes, accuracy, and professionalism. Evaluate and provide to management opportunities for improvement in operations, efficiency, processes, training, team work, and morale to improve the experience for our customers and the CE team. Provide bi-weekly performance metrics, feedback, and coaching for all agents and administer progressive discipline as required. Follow protocol on how to deliver aforementioned feedback to agents. Available real time for CE agents that are experiencing work and/or personal issues providing appropriate coaching, counseling, direction, and resolution. Own and support delegated daily monitoring assignments.