Customer Experience Supervisor

Summary Summary The Customer Experience Supervisor will lead the call center operations at Athens Services, ensuring outstanding customer service and promoting continuous improvement. You will manage a team of customer experience representatives, fostering a collaborative and high-performing environment that prioritizes employee engagement. Key responsibilities include overseeing daily operations, monitoring performance metrics, implementing strategies to enhance the customer experience, and handling escalated issues. Additionally, you will identify training needs, conduct performance evaluations, and drive process improvements. Job Description Key Responsibilities Leadership & Team Management Lead, mentor, and develop a team of customer experience representatives to achieve performance goals. Foster a positive work environment that encourages collaboration and high performance. Employee Engagement Create a culture of open communication, encouraging team members to share ideas and feedback. Execute team-building activities and recognition programs to boost morale and foster a sense of belonging. Operational Excellence Oversee daily call center operations to ensure efficiency and effectiveness in resolving customer inquiries. Monitor performance metrics to track team productivity and customer satisfaction. Customer Experience Enhancement Develop and execute tailored strategies to improve the overall customer experience. Handle escalated customer issues, ensuring prompt resolution and maintaining high customer satisfaction levels. Training & Development Identify training needs and implement programs to enhance staff skills and knowledge. Conduct regular performance reviews and provide constructive feedback to support employee growth. Process Improvement Analyze call center data to identify trends and drive continuous improvement. Collaborate with other departments to streamline processes and enhance service delivery. Reporting & Analysis Use data analytics to inform decision-making and provide actionable insights to management. Qualifications Associate's degree in business administration, Communications, or a related field. 5 years of experience in call center management or customer service, with at least 2 years in a leadership role. Strong understanding of call center technology and customer service best practices. Excellent communication, interpersonal, and conflict-resolution skills. Proven ability to analyze data and drive strategic initiatives. Physical/Environmental Demands: Physical: Sitting, seeing, hearing, speaking & smelling continuously. Problem solving, oral/written communication, analytical ability, calculating, concentration, & interpersonal abilities continuously. Eye/hand coordination, fingering (typing), handling, & wrist motion continuously. Standing & walking frequently. Bending, reaching, and stretching occasionally. Environmental: Exposure to dust, smoke, fumes, odors, & noise occasionally. Exposure to grease, oil, chemicals, & wet conditions occasionally. Works inside only. Position considered office only. Benefits: Comprehensive benefit package Medical, Dental, Vision 401K & Profit Sharing Employee Assistance Program Life Insurance Paid Vacation and Sick Time Recognition programs Professional development learning Athens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws. EEO/M/F/disability/veteran Salary: $80,000 - $110,000/year Benefits: Competitive wages Comprehensive benefit package Medical, Dental, Vision 401K Life Insurance Paid Vacation and Sick Time Career plan Recognition programs Professional development learning An exceptional work environment Athens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws. EEO/M/F/disability/veteran