Supervisor, Customer Experience

Job description

**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.