Supervisor, Customer Experience

Job Description:

EDUCATION AND EXPERIENCE PREFERENCES

• Bachelor’s Degree preferred
• Minimum of 3 years previous management experience; preferably in a call center or fast paced operations environment required or a bachelor’s degree required
• Management experience leading a team of 5-6 supervisors and 60-80 representatives or managing a Customer Experience (CE) team of 5-6 analysts. Scope of responsibility maximum of 8 analysts
• Previous management experience in the following areas (all or any): call center, collections, sales, and/or customer service preferred.
• Proven experience with coaching & performance management, decision making, driving results, interview and selection, and employee relations management
• At least LEAN Six Sigma Certified or experience in continuous improvement/process improvement and project management
• Excellent verbal and written communication skills
• Experience with technology, including general business tools such as e-mail, MS Word and Excel, as well as collection or customer service specific systems

PURPOSE OF THE POSITION

The Supervisor, Customer Experience (CES) has overall responsibility for the group of employees assigned to them.  The CES is accountable for the department’s performance, which includes overall After Call Survey (ACS), Net Promoter Score (NPS) and First Call Resolution (FCR) performance of the program. The CES is expected to develop and implement operational strategies for the above metrics and provide the leadership necessary to meet established goals and support the company’s core values.  The CES is also expected to have a strong working knowledge of their specific department’s programs and their client’s policies and procedures.

DUTIES AND RESPONSIBILITIES

• Design, implement and execute against strategies to meet all customer experience related metrics of the program
• Overall day to day responsibility of the Quality Assurance (QA) and Customer experience (CE) Team
• Remote site management, as direct reports and/or teams may be in multiple locations
• Develop and assist Operations Team Managers to drive performance to meet or exceed key CE performance indicators, quality/compliance standards, as well as being compliant with client and company requirements and expectations.
• Ensure manager and team supervisors are coaching and training their staff through remote call monitoring, mentoring, and provide effective feedback.
• Responsible for managing their team’s performance in customer satisfaction as measured by:
  • NPS
  • ACS
  • FCR
  • Call Quality Monitoring
• Partnership with Director of Operations and Client Partners to identify opportunities and strategize on how we can improve overall customer experience
• Ensure that CE team partners with Ops, Workforce Management (WFM) and Training in rolling out initiatives in order to improve performance
• Lead and/or participate in client site visits and conference calls as required
• Proactive leadership involvement with the client from a strategic and transactional relationship including: Weekly, Monthly and Quarterly collaborative meetings and business reviews.
• Serve as a positive role model and mentor to all employees, creating a positive environment and promoting the CBE Culture by living out the values and developing your team to do the same
• The Company reserves the right to change or assign other duties to this position as appropriate.
• Must be able to perform the essential job duties of the position.  Reasonable accommodations will be provided to qualified individuals with disabilities.
• Must be able to remain in a stationary seated position up to 85% of the work shift. 
• Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings.
• Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine.
• Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries.
• Must be able to communicate with consumers and maintain compliance with all federal, state and local laws, rules and regulations.
• Must be able to communicate with consumers and maintain compliance with corporate objectives and standard operating procedures.

ACCOUNTABILITY/MEASUREMENT

• Key Performance indicators and profitability
  • Overall NPS
  • ACS
  • FCR
  • QA (Quality Assurance)
  • Audit Performance (Internal / External)

• Organization Evaluation
  • Positive image with clients and community
  • Positive image with vendor
  • Positive image with prospective clients
  • Positive image with co-workers
  • Good working relationship with other CBE personnel in other divisions and subsidiaries.

CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.