Customer Experience Supervisor I

Toho Water Authority•Kissimmee, FL

11h

About The Position

The Customer Experience Supervisor provides leadership, coaching, and development for Contact Center and Front Desk staff while managing performance and fostering an engaged workplace. In partnership with the Customer Experience Manager and Customer Experience Project Supervisor, the position ensures staff have the training, feedback, skills, knowledge, and resources needed to meet operational and customer service goals. The supervisor leads employee development and performance management; oversees training and workforce readiness; promotes team engagement, communication, and collaboration; and manages administrative functions such as scheduling, payroll, timekeeping, staffing plans, and workforce adjustments. The position also provides backup to the Customer Experience Project Supervisor and other staff to support continuity of daily operations and adherence to schedules and procedures. Other duties may be assigned.

Requirements

High school diploma or GED issued by an approved GED Administrator.
At least five years of experience in contact center operations, customer service, utility operations, billing, collections, accounts receivable, or a related field.
Demonstrated experience in employee development, performance management, coaching, and training.
Strong leadership, communication, conflict resolution, and interpersonal skills.
Must possess and maintain a valid State of Florida Class E Driver's License.

Nice To Haves

Two years of supervisory, lead, coaching, or team leadership experience is preferred.

Responsibilities

Supervise, coach, mentor, and develop Contact Center and Front Desk staff.
Set performance expectations, evaluate results, provide feedback, and monitor employee goals.
Maintain development plans, support career and succession planning, and recognize employee contributions.
Develop scorecards and monitor quality, productivity, attendance, workload, and customer service performance.
Conduct call reviews and one-on-one meetings, providing counseling and corrective action as needed.
Address employee concerns and promote accountability, professionalism, and continuous improvement.
Oversee onboarding, training, and cross-training for Contact Center and Front Desk staff.
Develop training based on operational needs and ensure staff knowledge of policies, procedures, systems, and service standards.
Track training progress and employee competency development.
Facilitate team meetings, staff communications, and cross-department collaboration.
Promote employee engagement, a positive workplace culture, and consistent service standards.
Support organizational initiatives, change management, and team effectiveness.
Oversee scheduling, payroll, timekeeping, staffing plans, and workforce adjustments.
Support recruitment, selection, onboarding, workforce planning, and organizational development.
Serve as backup to the Customer Experience Project Supervisor and other staff to ensure continuity of daily operations, timely task completion, and adherence to established schedules and procedures.
Perform other duties as assigned.