Customer Experience Supervisor - Military veterans preferred

Job Summary:

This is a Hybrid role out of our Charlotte Office located at:5016 Parkway Plaza BLVD, Charlotte, NC 28217

The Customer Experience Supervisor (CX Supervisor) demonstrates effective business acumen and leadership skills to directly supervise an assigned team of CX Advocates. The CX Supervisor ensures his/her team of customer care professionals delivers an excellent quality experience for every step in the customer’s journey. The CX Supervisor effectively coaches and manages team performance to achieve established key performance measurements and best practices in customer care and efficiency. The CX Supervisor provides direct oversight, skill/performance development and management, responds to escalated customer complaints, and drives operational effectiveness. The CX Supervisor builds a culture of excellence and employee engagement, both on his/her assigned team and in collaboration across the center.

Key Characteristics:

• Ability to lead and supervise teams to meet performance objectives/standards; operates with high integrity and creates a trusting, open relationship with staff.
• Proactively and effectively manages staff performance to ensure goals and standards are achieved; gives and receives feedback well.
• Highly collaborative; readily supports functions across the center and AmeriGas to achieve customer and operational excellence.
• Leads team members to consistently achieve performance excellence; demonstrates positivity and creates a “can do” culture.

Duties and Responsibilities

• Responsible and accountable for the daily operation and the performance of a team of customer service professionals to meet and/or exceed operational performance goals.
• Supervises, trains, and motivates staff; ensures individual and team performance to goals, service level agreements and quality metrics, in compliance with client expectations; uses performance management process when necessary.
• Monitors/observes service contacts and activities to provide timely coaching to staff to improve effectiveness and productivity; conducts regular 1:1 feedback as well as preparing annual performance evaluations.
• Delivers/participates in product, process, and service training.
• Tracks and reports metrics, KPIs, and data as required by leadership.
• Participates in recruitment programs and interviewing/selection to hire high quality individuals as needed; effectively onboards new employees.
• Works collaboratively with peers, colleagues, and leadership across the organization to effectively implement new programs, achieve strategic business plans, and improve business performance; contributes to special projects.
• Proactively engages employees to build positive morale; fosters a fun and productive environment.

Knowledge, Skills and Abilities:

• Demonstrated success in service/support operations and direct supervisory responsibilities; able to effectively manage performance.
• Working knowledge of contact center operations, key performance metrics, and expense management.
• Demonstrates a high level of integrity and ethics; makes sound decisions in a dynamic and fast-paced business environment.
• Ability to take independent action with general managerial direction; meets deadlines.
• Excellent verbal and written skills. Competency in effective business writing.
• Ability to analyze statistical and performance data, develop management summary reports and proactively develop actionable plans and insights.
• Ability to effectively manage personnel and uses appropriate feedback and performance correction techniques to develop personnel; administers performance management process correctly.

Education and Experience Required:

• Bachelor’s degree preferred or equivalent call center operations experience.
• Three to five years Contact Center experience with demonstrated capability in leadership roles.
• Experience in handling personnel-related issues, direct supervisory/management experience preferred.
• Experience in analysis of performance/operational data.