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.