Customer Experience Supervisor-SMB

Supervisory Responsibilities:

•  Provide purpose, direction, and motivation to teams, clarifies, and communicates project objectives and success criteria. 
•  Coordinates and prepares plan of actions and schedules required and keeps teams/Operations Manager informed of agent status and outstanding issues.
•  Serve as a subject matter expert, when applicable, in training Operational support staff on cross-functional business impacts 
•  Ensures that representatives are informed about changes to company products and services.
•  Must be able to implement effective coaching as dictated by the client/customer. Ability is required to effectively communicate those requirements verbally and in writing.  
•  Provide leadership, direction and integrate activities with team members to ensure successful implementation and support. 
• Performs other related duties as assigned.

Required Skills and Abilities:

• Experienced skills with Microsoft Software Applications (Excel, Word, PowerPoint, etc.).
• Excellent Phone Etiquette.
•  Partnership with other programs.
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Must be able to speak effectively to groups courteously and tactfully in person, on phone, etc.

Additional Requirements: 

• Bachelors/associate degree helpful but not required
• 3+ years’ experience call center experience. 
• Open Schedule Availability working weekends & holidays (depending on departmental needs). 
• Reliable Transportation (if working onsite in office) 
• High-speed internet connection (if working remotely)
• No Cell Phones on the floor
• Leadership Academy Training Preferred

Department Hours of Operation:

•  Monday thru Sunday (including all holidays)
•  9am – 11pm EST