Customer Experience Supervisor
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Job Summary
Managing a team of Customer Experience Agents, the full-time remote Customer Experience Supervisor will oversee hiring, onboarding, coaching, and performance management while ensuring high-quality customer support and implementing process improvements.
Key responsibilities
- Hire, onboard, and develop Customer Experience Agents, providing ongoing coaching and performance feedback
- Oversee the resolution of escalated customer complaints and monitor customer interactions to ensure service standards are met
- Track team KPIs and analyze performance trends to identify improvement opportunities and prepare reports for management
Required qualifications
- One to two years of experience in a supervisory role at an inbound call center
- Experience in coaching and giving performance feedback to frontline agents
- Proficiency in handling escalated customer issues across various communication channels
- Working knowledge of contact center KPIs and experience conducting QA audits
- Familiarity with helpdesk or contact center platforms and reporting tools
Complete Job Description
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