Customer Experience Supervisor

2 months ago

Omaha, United States North End Teleservices, LLC Full time
Job DescriptionJob Description

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.

    Skills and Requirements:

    • Leadership and communication ideals and principals
    • Ability to: Supervise, assign, inspect, and evaluate the work of others
    • Communicate effectively, both verbally and in written formats.
    • Microsoft Outlook, sending and receiving emails, and using the calendar and scheduling functions effectively.
    • Establish and prioritize action items and multitask effectively.
    • Strong interpersonal skills
    • Demonstrates strong problem-solving and analytical skills
    • Communicates effectively with customers and colleagues
    • A high school diploma or equivalent is required
    • At least 5 years of customer service experience
    • At least 3 years of management experience is preferred

    Compensation:

    North End Teleservices will offer a comprehensive benefits package. Compensation is commensurate with skills and experience.  



    Attendance and Punctuality:  

    Employees will follow the work schedule assigned and must comply with the attendance and established punctuality requirements.  


    This position has no supervisory responsibilities.  

  • 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.  


    Proprietary & Confidential Statement: This document and the information disclosed within, including the document structure and contents, are confidential and the proprietary property of North End Teleservices, LLC . No part of this document may be disclosed in any manner to a third party in whole or in part and is prohibited without the prior written permission of North End Teleservices, LLC.

#NET #Omaha #CallCenter #NorthEnd

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