Customer Experience Manager

6 days ago

Long Beach, California, United States See's Candies Full time

**Job Summary**

**Customer Sales & Service Supervisor - Lead**

This role is responsible for overseeing a team of Customer Service agents to achieve sales and service goals, providing an exceptional experience for Sees customers.

**Key Responsibilities:**

  • Provides guidance and leadership to Customer Service Agents & Tracing staff to exceed customer expectations and achieve company and department goals.
  • Monitors live and stored sample calls; coaches for improved performance.
  • Participates in data collection and analysis for performance evaluation, trending, and feedback to other departments.
  • Participates in recruitment, hiring, and orientation of new staff.
  • Coordinates with workforce planning area on scheduling issues.
  • Documents business policies and procedures.
  • Delivers corrective actions and keeps records of employee interactions; provides feedback in disciplinary situations.
  • Develops staff through performance management; inspires and motivates team by creating an environment of recognition and positive coaching.
  • Supports and promotes departmental sales, service, and quality initiatives.
  • Identifies, develops, and implements processes and procedures that have a positive effect on sales and service.
  • Handles escalated calls in a timely manner; investigates and resolves issues to ensure complete customer satisfaction.
  • Provides feedback on products, programs, and delivery issues to key business partners.
  • Assists in the development of training materials. Participates in classroom and on-the-job training of staff to ensure best employee and customer experience.
  • Communicates key information regarding Sees products, programs, and processes to staff.
  • Performs administrative duties, including attendance performance, timekeeping systems, and monthly safety topics.
  • Provides support to all Contact Center staff and management as needed. Completes special projects as assigned by management.
  • Responsible for identifying opportunities to enhance technology and innovation that will improve departmental effectiveness.

**Requirements:**

  • Three to five years customer service experience, preferably in a contact center environment.
  • Lead and/or prior supervisory experience required.
  • Demonstrated proficiency in advanced level PC skills, including MS Office (Word, Excel, PowerPoint, Outlook, and Visio (workflow charts).
  • Experience with Internet, Adobe Acrobat, and QAP software applications required.
  • Experience working with LTL delivery/customer service preferred.
  • Experienced in both classroom and on-the-job training execution.
  • Strong organizational skills; ability to handle multiple tasks.
  • Excellent verbal and written communication skills.
  • Ability to adapt leadership style with internal/external customers.
  • Critical thinker with the ability to analyze and recommend solutions.
  • Proven ability to learn new technologies quickly and manage change efficiently, proactively, and in a positive manner.

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