Customer Experience Supervisor

Job Summary

Customer Experience Supervisor, responsible for overseeing a remote full-time team in a fast-paced contact center environment, ensuring performance metrics are met and providing support during high call volumes.

Key Responsibilities

• Manage daily workflow and staffing to meet KPIs and SLAs
• Conduct performance evaluations and provide coaching to team members
• Handle customer escalations and assist during high volume periods

Required Qualifications

• High School Diploma or equivalent
• Supervisory experience in a call center environment preferred
• Proficiency in Microsoft Office and ability to learn new software
• Knowledge of security system design and troubleshooting
• Ability to obtain and maintain necessary state licenses and technical certifications