Supervisor, Customer Experience

Job Track Description:

• Assists others in achieving goals.


• Broad technical expertise and industry knowledge.


• Ability to manage hiring and termination actions and training for multiple employees.


• Manages performance appraisals and pay reviews for team members.


• Accountable for functional, operational, and program management.

General Profile.

• Supervises daily tasks of the business, technical support and production teams


• Responsible for team results


• Works within established precedents and practices.


• Evaluates and organizes information to solve for problems and challenges


• Ability to work without supervision.

Functional Knowledge

• Comprehensive understanding of processes, procedures, systems, and concepts.

Business Expertise

• Ability to coordinate team efforts to achieve overall company and client goals.

Impact

• Directly impacts the quality of services provided


• Supports and trains team members to impact end user experiences

Leadership

• Provides supervision including coaching and quality checks to support associate progress

Problem Solving

• Solves problems and evaluates possible solutions using past technical experience.

Interpersonal Skills

• Strong communication skills to share ideas and information.

Responsibility Statements

• Delivers quality, productivity, and compliance KPI reports.


• Coaches and gives feedback to team members to enhance performance.


• Shares processes and business updates with the team.


• Supervises the team to identify coaching opportunities.


• Recommends training interventions when necessary.


• Outlines best practices for associate growth and improvement.


• Performs other duties as assigned.


• Complies with all policies and standards.