Customer Experience Supervisor

Vector Security and Vector Security Networks Career • Remote/Work from home, PA

1d • Remote

About The Position

At Vector Security, we are looking for a Customer Experience Supervisor to join our team. This is a remote/work from home position with a schedule of Monday – Friday 2:30PM - 11:00PM Eastern Time, including a weekend rotation and some holidays. The Customer Experience Supervisor is responsible for meeting the day-to-day KPIs and SLAs of the department, including assisting with calls during high call volume. They will also be responsible for increasing the achievement of staff performance by planning, monitoring, and appraising team and unit performance. Our ideal candidate will maintain a positive environment for team members to develop and succeed. This is a fast-paced virtual contact center handling inbound and outbound communications with customers across various communication platforms, including phone, email, chat, and social media.

Requirements

• High School Diploma or equivalent
• Able to communicate across multiple communication channels such as telephone, email, social media, online chat, and text.
• Excellent spelling and grammar.
• Able to make sound and accurate decisions independently while balancing the needs of the business with those of our customers.
• Highly proficient with Microsoft Office programs.
• Able to learn recruiting and onboarding software, D365.
• Possess knowledge of security system design and troubleshooting.
• Complete ADC certification within 90 days.
• Able to obtain and maintain state licenses and technical certification as needed to access customer accounts.

Nice To Haves

• Supervisory experience in a call center environment

Responsibilities

• Team Supervision: Day to day management of workflow to meet required KPIs and SLAs, ensuring staffing is appropriate and shifts are covered due to schedule or unscheduled absences.
• Monitor team members performance using multiple communication platforms.
• Managing time and attendance for the team.
• Manage department actual OT to within budgeted OT.
• Review process and procedure for efficiency and accuracy.
• Participate in recruiting, interviewing, hiring, and onboarding experience.
• Team Development: Conduct ongoing discussions with direct reports.
• Prepare and review performance goals and progress throughout the year, updating progress in UKG.
• Provide coaching, development, and corrective actions to team members.
• Prepare and deliver team member report cards and PIP’s when necessary.
• Follow up on Quality Assurance feedback and review with individual team members.
• Collaborate with supervisory team on areas of opportunity for future training.
• Recommend training.
• Provide team member annual evaluations.
• Customer Contact: Handling customer escalations via all channels as needed.
• Work with other departments on escalations by providing guidance and direction on the best solution.
• Escalate issues on as need basis to leadership related to cross department or interdepartmental communications for guidance on appropriate resolution.
• Handle incoming customer contacts through all channels as needed during high volume periods.

Benefits

• Medical, dental, and vision coverage
• HSA/FSA programs
• Company paid life and AD&D insurance.
• Company paid short- and long-term disability.
• Voluntary benefit products
• 401k retirement savings plan after just 60 days
• 7 Company Holidays, plus 2 Floating holidays of your choice
• Paid Time Off
• Tuition reimbursement
• Employee Assistance Program (EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED