Customer Experience Supervisor
- Phoenix, AZ
What you'll be doing
- Provides day-to-day management and support to customer service staff. Oversees personnel needs of the customer service department including selecting, coaching and training employees and evaluating employee performance. Provides input into termination, compensation and promotion decisions. Monitors and evaluates customer service performance. Identifies operational issues and process improvements and implements strategies to improve performance. Monitors call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal. Evaluates customer feedback through various channels. Identifies process improvements and implements performance improvement mechanisms. Communicates and enforces company policies and procedures and develops and implements customer service performance standards. Mentors lead customer service representatives and provides guidance to continue growth in customer service organization. Determines training needs and establishes programs. Compiles all customer service reporting requirements. Develops and analyzes budgets, reports, and financial data. Investigates and resolves escalated customer service inquiries.
What your background should be
- The applicant should have five to seven years of previous customer service supervisory experience. Call center or customer service experience and supervisory/management skills required. Strong communications skills.
Required Schooling / Training
- High school diploma.
Who is the client company
- Concern about environmental solutions services.
- If you are interested in this position, send your resume to email@example.com