Supervisor Customer Experience

The Customer Experience Supervisor is responsible for supervising team of customer service representatives to ensure our clients and prospective clients receive the best possible service and key service metrics are kept in check. The Customer Service Supervisor motivates, encourages, and trains the team and drives continuous improvements in partnership with other peer supervisors, CX managers and internal stakeholders.

Reports To

Customer Experience Manager

• Customer service supervisor manages a team of assigned customer service representatives and ensures they deliver the intended productivity, customer service metrics and comply with company guidelines related to quality of service.
• Monitors or reviews calls or other correspondence between representatives and customers and ensures that representatives are informed about changes to company products and services.
• Prepares reports summarizing the assigned customer service team’s performance, celebrations, gaps and opportunities.
• Collects customer service data and synthesizes in for internal and external reporting.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.
• As needed supervisor might also get pulled in to meeting providing details on the customer service operations and insights.
• Assists with budget preparation for the Customer Service department.
• Apart from managing the service quality this Supervisor will also be responsible for driving sales coming in specific business categories sales queue.
• CS will work closely with Training supervisor to make sure the reps are continually trained to deliver best and timely customer experience.
• CS Supervisor will utilize a continuous improvement mindset to drive team towards process automation and efficiency creating a scalable and agile team.
• This Supervisor will work closely with Manager looking at existing metrics, come up with plan to optimize them and create new ones as needed to track the customer and rep performance.
• Be part of the escalation to resolution, performs root-cause analysis on call patterns coming up with cross-functional action plans.
• Bring in a culture of documenting and sharing processes and changes driving the daily customer support and service.
• Customer service supervisor manages a team of assigned customer service representatives and ensures they deliver the intended productivity, customer service metrics and comply with company guidelines related to quality of service.
• Monitors or reviews calls or other correspondence between representatives and customers and ensures that representatives are informed about changes to company products and services.
• Prepares reports summarizing the assigned customer service team’s performance, celebrations, gaps and opportunities.
• Collects customer service data and synthesizes in for internal and external reporting.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.
• As needed supervisor might also get pulled in to meeting providing details on the customer service operations and insights.
• Assists with budget preparation for the Customer Service department.
• Apart from managing the service quality this Supervisor will also be responsible for driving sales coming in specific business categories sales queue.
• CS will work closely with Training supervisor to make sure the reps are continually trained to deliver best and timely customer experience.
• CS Supervisor will utilize a continuous improvement mindset to drive team towards process automation and efficiency creating a scalable and agile team.
• This Supervisor will work closely with Manager looking at existing metrics, come up with plan to optimize them and create new ones as needed to track the customer and rep performance.
• Be part of the escalation to resolution, performs root-cause analysis on call patterns coming up with cross-functional action plans.
• Bring in a culture of documenting and sharing processes and changes driving the daily customer support and service.
• Demonstrates a good understanding of the systems employed by the Company, including but not limited to the Xima, Trux, Towers, Salesforce, billing systems, MS office and Excel.
• Maintains a positive and results oriented work mindset that facilitates collaboration with fellow team members, teams to achiev