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Customer Experience Management Supervisor

2 months ago

Scottsdale, Arizona, United States Arrivia, Inc. Full time
About This Job:

The Customer Experience Management Supervisor provides leadership and support to the Quality Experience Management (QEM) and Customer Experience Management (CEM) team members, ensuring that the workload assigned to each team member can be reviewed and that coaching, development, and recognition are provided consistently for the better functioning of each individual and the collective.

Key Responsibilities:

  • Leads QEM and CEM team members by example, demonstrating utmost commitment, quality, and passion in all tasks.
  • Actively coaches and develops every team member, helping each individual reach their professional and personal goals, as well as planning for succession.
  • Manages all QEM and CEM team members, including attendance, punctuality, productivity, quality, and adherence to departmental processes and guidelines.
  • Monitors, manages, and improves relevant customer experience (CX) Key Performance Indicators (KPIs) for the business.
  • Partners with business leaders to design evaluation forms and quality standards.
  • Provides trend data to business leaders and partners with them to identify improvement opportunities at the area, department, or team level.
  • Uses data management systems (Encore and Medallia) to compile and track performance at the area, department, or team level.
  • Provides actionable data to various internal support groups as needed.
  • Participates in call calibration sessions.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Ability to manage multiple tasks simultaneously.
  • Displays superior judgment, exceptional organizational skills, and the ability to take the initiative to accomplish tasks.
  • Excellent verbal and written communication skills.
  • Develops, documents, and maintains processes (Standard Operating Procedures) for both QEM and CEM.
  • Works within timelines for various assignments.
  • Advanced problem-solving and critical thinking abilities sufficient to generate creative solutions.
  • Quality checks data records in accordance with established company processes and standards.
  • Identifies, recommends, and assists with the implementation of changes for improvement.
  • Consults with internal employees and proactively stays abreast of organizational changes, networking, and bridging gaps within Arrivia's areas.
  • Investigates data to identify process improvement opportunities.

System Knowledge:

  • Encore
  • CEM system (Medallia)
  • OVS/MemberMaint
  • Outlook
  • Products and services
  • Power BI
  • Excel

Requirements:

  • 2+ years of experience performing duties that directly impact customer experience or quality experience.
  • 2+ years of call center experience or working within the leisure industry (preferred).
  • Experience with call monitoring systems.
  • Excellent multi-tasking, organizational, and prioritization skills.
  • Excellent attention to detail.
  • Strong written and verbal communication skills (including proficiency in spelling and grammar).
  • Strong interpersonal, verbal, and teamwork skills.
  • Self-directed and motivated, able to maintain productivity with minimal supervision.
  • Knowledge of OVS/MemberMaint Booking System (preferred).

Additional Benefits:

  • Exclusive Employee Travel Rates on Cruises, Resorts & Hotels, Tours, Car Rentals
  • Medical Health Insurance
  • Dental & Vision Coverage
  • 401K Plan
  • Long Term Disability & Life Insurance
  • Pet Care Insurance
  • Legal Insurance
  • Flexible Spending Accounts (FSA)
  • Employee Assistance Program
  • Dedicated Employee Enrichment & Recognition Programs
  • Special local, dining, and merchandise offerings

About Arrivia:

Welcome to Arrivia, Inc. We specialize in making brands better through the power of travel. With more than 55 years of combined experience, we're a merger of three powerhouse brands (in case you've heard of us in the travel industry) combining ICE, SOR Technology, and WMPH Vacations. With offices on both coasts of the US and around the world, we embrace diversity and a passion for travel across our global staff.

We're focused on building a customer-first culture, fueled by the best travel experiences for all our members at every point in their journey. Grow with us, as we continue our path to deliver innovative solutions and take charge of change. The adventure is only beginning. We're on a mission to help people around the world travel better and experience more. Our team members bring world-class skills to the table to create extraordinary memories for our partners and members.

Our Core Values:

  • Stay Curious: Explore new challenges and make space to learn, grow, and improve.
  • Keep it Real: Earn trust through open, honest, and clear communication.
  • Own it: Seek ways to make an impact and take action.
  • Win Together: Create a culture of connection and inclusion where everyone can be their best.