Supervisor, Customer Experience

Blue Stream FiberWorldwide56 years ago

supportFull-TimeSenior

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Job Overview

Job Title

Supervisor, Customer Experience

Company

Blue Stream Fiber

Location

Worldwide

Job Type

Full-Time

Experience

Senior

customer-experiencecustomer-serviceteam-leadcustomer-supportoperations-management

About This Role

The Customer Experience Supervisor is responsible for overseeing the day-to-day operations of the Customer Experience, ensuring high levels of customer service, and managing a team of CX Representatives. This role requires advanced leadership skills, a deep understanding of Customer Experience processes, and the ability to handle escalated customer issues. The Supervisor will serve as a mentor and coach to team members, ensuring they meet performance metrics and maintain high-quality customer interactions.

Key Responsibilities

Team Management:

Supervise, coach, and mentor a team of CX Representatives (Tier I, II, and III).
Conduct regular performance evaluations, call monitoring and provide feedback.
Monitor team performance to ensure adherence to company policies, procedures, and KPIs.
Manage team scheduling, attendance, and leave requests to ensure adequate coverage.

Operational Oversight:

Oversee daily Customer Experience operations, ensuring efficiency and effectiveness.
Handle escalated customer issues, ensuring prompt and satisfactory resolutions.
Analyze Customer Experience metrics and reports to identify areas for improvement and implement corrective actions.

Quality Assurance:

Ensure that all customer interactions are handled with the highest level of professionalism and in line with company standards.
Regularly review customer interactions (calls, emails, and chats) to ensure quality and compliance.
Assist in developing and updating training programs, SOPs, and quality assurance guidelines.

Collaboration and Communication:

Work closely with other departments (e.g., IT, HR, Field Operations, Training) to address operational challenges and support team needs.
Serve as the primary point of contact between the Customer Experience team and senior management.
Provide regular updates to management on team performance, challenges, and achievements.

Continuous Improvement:

Stay updated on the latest industry trends, company products, and services.
Lead or participate in projects aimed at improving Customer Experience operations, recommend process improvements to improve customer satisfaction, and ensure high levels of employee engagement.
Identify training needs and opportunities for team members and arrange for appropriate training sessions.

Skills, Knowledge and Expertise

Must live in Florida
High school diploma or equivalent; associate or bachelor's degree preferred.
Minimum of 5 years of experience in a Customer Experience environment, with at least 3 years in a leadership role managing teams.
Proven track record of high performance in a Customer Experience setting, particularly in resolving complex customer issues.
Ideal candidate will possess strong technical aptitude and be comfortable with technology, troubleshooting and learning new systems
Strong leadership, coaching, and mentoring skills.
Excellent communication and interpersonal skills.
Advanced problem-solving abilities, data analysis and attention to detail.
Proficiency with CRM systems, Microsoft Office and other Customer Experience software.
Ability to multitask, prioritize, and work effectively under pressure.

Advancement Criteria:

Demonstrate consistent high performance in team management and customer satisfaction.
Complete required leadership training programs.
Maintain a clean disciplinary record and meet or exceed performance targets for at least 12 months.