Customer Experience Supervisor (Central)

Waste Management, Inc. (WM)

14h•$65,700 - $83,800•Remote

About The Position

The Customer Experience Supervisor is responsible for overseeing the daily operations of the customer service department, providing leadership, support, and development to staff. This role involves managing personnel needs, including hiring, training, coaching, and evaluating employees, while contributing to decisions on termination, compensation, and promotions. The supervisor monitors and enhances customer service performance by analyzing feedback, identifying process improvements, and implementing strategies to meet or exceed service goals. Additional responsibilities include enforcing company policies, mentoring team leads, developing training programs, managing call center schedules, and resolving escalated inquiries. The role also entails compiling reports, analyzing budgets and financial data, and ensuring operational efficiency and customer satisfaction. Preference to hire from within the current WM CE Team & supporting CENTRAL time zone

Requirements

Must live and work in the US.
Education: High School Diploma or GED (accredited)
Experience: 5 years of relevant work experience
Call center or customer service experience and supervisory/management skills required.

Responsibilities

Provides day-to-day management and support to customer service staff.
Oversees personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance.
Provides input into termination, compensation, and promotion decisions.
Monitors and evaluates customer service performance. Identifies operational issues and process improvements, and implements strategies to improve performance.
Monitors call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal.
Evaluates customer feedback through various channels. Identifies process improvements and implements performance improvement mechanisms.
Communicates and enforces company policies and procedures and develops and implements customer service performance standards.
Mentors Lead Customer Service Representatives and provides guidance to continue growth in customer service organization.
Determines training needs and establishes programs.
Compiles all customer service reporting requirements. Develops and analyzes budgets, reports, and financial data.
Investigates and resolves escalated customer service inquiries.