Customer Experience Supervisor

The position of Customer Experience Supervisor will have responsibility for coaching, mentoring, and monitoring Call Center Agents within the Customer Experience Department, within the verifications line of business. This position will support the Customer Experience leadership team in managing daily operations and personnel within the Customer Experience team.

Essential Duties and Responsibilities

• Conducts monthly quality assessments for each assigned agent, identifies trends and coaches for improvement
• Monitors live dashboard and follows up with team members not adhering to schedule
• Supports in maintaining SLAs by answering calls, when needed
• Tracks weekly productivity for each team member by completing inputs into scorecard
• Conducts weekly 1:1s with each assigned team member focusing on last week's quality and productivity results and opportunities/expectations for the coming week
• Acts as first point of escalation for calls, treating each call with professionalism and demonstrating knowledge of T&C tools and processes
• Creates training materials and conducts training for new hire and refresher training
• Listens to live calls on an as-needed basis and provides on-the-spot feedback
• Supports call agents by responding in a timely manner to inquiries via team chat
• Serves as Subject Matter Expert staying up to date with EWV & CX processes
• Serves as a voice of the team soliciting feedback and funneling to upper management in weekly 1:1s
• Other duties as required.

Requirements and Qualifications

• 2-Year College degree preferred
• 2+ years customer service experience
• 1-2 years' leadership experience preferred
• Equivalent combination of education and experience will be considered
• Strong written and oral communication skills
• Highly organized and attentive to detail
• A well-rounded team player who takes ownership of (and pride in) your work
• Leads by example
• Ability to change focus quickly without negatively affecting work quality or productivity
• High level of urgency and efficiency with each task assigned
• Able to take initiative and work independently with little supervision
• Handle sensitive and confidential information appropriately
• Proficient with T&C internal systems including Talkdesk, Zendesk and Wage App
• Must be proficient in MS Word, MS Excel, Outlook, Internet & Zoom
• Promotes an environment that is motivating, positive, and in line with our Core Purpose and Core Values
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Special Considerations and Prerequisites

• Must be able to thrive in a dynamic work environment
• Work well with varying levels of internal management staff while maintaining positive working relationships with clients, peers and other team members.
• Must be reliable, excellent punctuality and attendance required
• Ability to handle pressure and work with stressful situations to achieve desired business results

Current Openings for Customer Experience Supervisor Jobs at Thomas and Company