Customer Experience Consultant Supervisor

Role Overview

Lead a team of Customer Experience Consultants, oversee their performance, and provide training and guidance to ensure quality customer service.

What You Will Do

Supervise daily activities, provide coaching and feedback, and evaluate interactions between CXCs and customers to improve service quality.

Why It Might Be a Fit

The ideal candidate will have experience in customer service, team management, and process improvement, with a strong focus on customer satisfaction and employee development.

Requirements

• Associates Degree or minimum of two (2) years of supervisory/team management in a contact center environment or equivalent experience
• Proven experience handling highly escalated issues from the executive team
• Experience managing high-volume customer service team members
• Strong cognitive skills, including the ability to learn quickly and handle multiple complex tasks simultaneously
• Proven experience mentoring, coaching, and developing employees to increase morale and engagement
• Familiarity with call center metrics and the ability to review, interpret, and create action plans
• Excellent customer service skills and a dedication to root cause analysis
• Experience with Contact Center technology such as Ring Central, NICE InContact, Freshdesk, etc
• Strong knowledge of computers and technology, including Microsoft Suite with advanced knowledge of Microsoft Teams

Benefits

• Salary Range based on numerous factors including experience, knowledge, and skill
• Medical, dental, vision, and life insurance options
• Paid time off and 401K matching contribution
• Employee discount (40%) at BRR locations
• Internal Opportunities for career growth and advancement