Skip to content
Customer Experience Supervisor
| Company | Athens Services |
|---|
| Location | Irwindale, CA, USA |
|---|
| Salary | $80000 – $110000 |
|---|
| Type | Full-Time |
|---|
| Degrees | Associate’s |
|---|
| Experience Level | Senior |
|---|
Requirements
- 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.
Responsibilities
- 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.
- Oversee daily call center operations to ensure efficiency and effectiveness in resolving customer inquiries.
- Monitor performance metrics to track team productivity and customer satisfaction.
- Develop and execute tailored strategies to improve the overall customer experience.
- Handle escalated customer issues, ensuring prompt resolution and maintaining high customer satisfaction levels.
- Identify training needs and implement programs to enhance staff skills and knowledge.
- Conduct regular performance reviews and provide constructive feedback to support employee growth.
- Analyze call center data to identify trends and drive continuous improvement.
- Collaborate with other departments to streamline processes and enhance service delivery.
- Use data analytics to inform decision-making and provide actionable insights to management.
Preferred Qualifications
No preferred qualifications provided.
