Customer Experience Supervisor

Job Description

Job Description

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 :

DEI Competencies

Diversity equity and inclusion as a leadership competency is a measure of success within NET.

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.

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