Customer Experience Supervisor

Job Description: Team SupervisionDay to day management of workflow to meet required KPIs and SLAs, ensuring staffing is appropriate and shifts are covered due to schedule or unscheduled absencesMonitor team members performance using multiple communication platformsManaging time and attendance for the teamManage department actual OT to within budgeted OTReview process and procedure for efficiency and accuracyParticipate in recruiting, interviewing, hiring, and onboarding experienceTeam DevelopmentConduct ongoing discussions with direct reportsPrepare and review performance goals and progress throughout the year, updating progress in UKGProvide coaching, development, and corrective actions to team membersPrepare and deliver team member report cards and PIP's when necessaryFollow up on Quality Assurance feedback and review with individual team membersCollaborate with supervisory team on areas of opportunity for future trainingRecommend trainingProvide team member annual evaluationsCustomer ContactHandling customer escalations via all channels as neededWork with other departments on escalations by providing guidance and direction on the best solutionEscalate issues on as need basis to leadership related to cross department or interdepartmental communications for guidance on appropriate resolutionHandle incoming customer contacts through all channels as needed during high volume periodsRequirements: High School Diploma or equivalentSupervisory experience in a call center environment - PreferredAble to communicate across multiple communication channels such as telephone, email, social media, online chat, and textExcellent spelling and grammarAble to make sound and accurate decisions independently while balancing the needs of the business with those of our customersHighly proficient with Microsoft Office programsAble to learn recruiting and onboarding software, D365Possess knowledge of security system design and troubleshootingComplete ADC certification within 90 daysAble to obtain and maintain state licenses and technical certification as needed to access customer accountsBenefits: Medical, dental, and vision coverageHSA/FSA programsCompany paid life and AD&D insuranceCompany paid short- and long-term disabilityVoluntary benefit products401k retirement savings plan after just 60 days7 Company Holidays, plus 2 Floating holidays of your choicePaid Time OffTuition reimbursementEmployee Assistance Program (EAP)