Customer Experience Supervisor
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job Summary:
Responsible for supervising customer experience staff. Trains coaches and mentors employees on how to deliver the best customer experience service possible.
This is an IN-CENTER position!
Job Duties:
- Provides day-to-day leadership to ensure a high-performance customer service-oriented work environment that supports achieving the North End Teleservices mission objectives and values
- Plans and implements work programs and customer service activities: Works with the Customer Experience Manager to modify departmental procedures and processes; creates quality assurance tools to ensure completion quality and timeliness
- Conduct formal performance appraisals participate in various personnel actions including hiring counseling training promotion discipline and termination.
- Assumes complex and specialized customer relation situations; takes action to resolve Customer Experience issues where appropriate
- Prioritize and supervise the work of the Customer Experience Team
- Provides coaching and guidance for performance improvement and development
- Directs and oversees the Customer Experience Training
- Prepares concise records reports and other written materials
- Plan and organize work to meet changing priorities and deadlines.
- Establish and maintain cooperative working relationships with those contacted in the course of work
- Identify call trends analyze and interpret data to implement processes that assist in customer experience improvements
- Make data-driven recommendations
- Build client relationships and collaborate to help shape their customers experience
- Work with Customer Experience Manager on customer service initiatives
- Identify and apply career advancement opportunities
- Perform other duties as assigned.
Preferred Skills:
- Leadership and communication ideals and principals
- Ability to: Supervise assign inspect and evaluate the work of others
- Communicate effectively both verbally and in written formats.
- Microsoft Outlook sending and receiving emails and using the calendar and scheduling functions effectively.
- Establish and prioritize action items and multitask effectively.
- Strong interpersonal skills
- Demonstrates strong problem-solving and analytical skills
- Communicates effectively with customers and colleagues
- A high school diploma or equivalent is required
- At least 5 years of customer service experience
- At least 3 years of management experience is preferred
DEI Competencies
Diversity equity and inclusion as a leadership competency is a measure of success within NET.
- Cultural competence:
- Understand multiple frameworks values and norm.
- Demonstrates an ability to flex style when faced with myriad dimensions of culture to be effective across cultural contexts.
- Negotiation: Negotiates and facilitates cultural differences conflicts tensions or misunderstandings.
- Judgment: Can discern when to inquire advocate drive or resolve more decisively.
- Continuous learning: Commits to continuous learning/improvement in diversity inclusion and cultural competence.
- Corporate communications: Acknowledge and address possible unfavorable impact.
- Corporate Social Responsibility: Influences media and marketplace via communication and community outreach to competitively position the organization.
- Brand Management: Identifies partners and leverages relationships with key external diverse suppliers organizations and customers to: Enhance the supply chain and Increase market share revenues and loyalty.
- External Market Knowledge: Understands and is current on global and local trends/ changes and how they inform and influence D&I.
- Supplier Diversity: Identifies partners and leverages relationships with key external diverse suppliers organizations and customers to Enhance the supply chain and Increase market share revenues and loyalty.
Compensation:
North End Teleservices will offer a comprehensive benefits package. Compensation is commensurate with skills and experience.
Attendance and Punctuality:
Regular attendance and punctuality are vital attributes for all employees and critical for our staff as we are the role models for our organization and future leaders. It is important for employees to attend work regularly and to arrive at work on time because failure to do so detrimentally affects employee morale and productivity throughout North End Teleservices LLC.
Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.
North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race color national origin religion gender gender identity sexual orientation disability veteran status age marital status citizenship status or any other status protected by law
Required Experience:
Manager
Key Skills
- Computer Science
- user experience
- User Interface
- SME
- CSS
- Interaction Design
- Windows
- Android
- Usability Studies
- Visual Design
- HTML
- User Research
- JavaScript
- Web Services
- Wireframes
About Company
North End Teleservices provides omni-channel contact center services where every interaction is a unique one-to-one opportunity to exceed customer expectations. We’re passionate about people, providing pathways for the success of everyone we serve — our employees, clients and the enti ... View more
