Supervisor, Customer Experience Consultant

BROAD RIVER RETAIL•Tega Cay, SC

7d•Hybrid

About The Position

Broad River Retail is currently seeking a Customer Experience Consultant Supervisor to join our Customer Experience Team in Fort Mill or Four Oaks. Reporting to the Customer Experience Consultant Manager, you will lead a group of Customer Experience Consultants (CXCs) and oversee their call, email, chat, and texting performance. This position will be involved in training, coaching, and helping support the day-to-day employee relations. The CXC Supervisor will support idea generation and implementation of CX initiatives focused on maximizing efficiency and effectiveness and optimizing the overall performance of Broad River’s Contact Center.

Requirements

Associates Degree or minimum of two (2) years of supervisory/team management in a contact center environment or equivalent experience
Proven experience handling highly escalated issues from the executive team
Experience managing high-volume customer service team members that handle inbound and outbound calls, customer emails, chats and texts, written communications, and/or social media customer service inquiries
Strong cognitive skills required; including the ability to learn quickly, handle multiple complex tasks simultaneously and be highly productive without needing much supervision
Proven experience mentoring, coaching, developing and motivating employees to increase morale and engagement; supervising teams of 8+ is preferred
Familiarity with call center metrics and the ability to review, interpret and create action plans to support individual achievement plans
Excellent customer service skills and a dedication to the root cause analysis of problems, especially in stressful situations
Experience with Contact Center technology such as Ring Central, NICE InContact, Freshdesk, etc
Strong knowledge of computers and technology, including Microsoft Suite with advanced knowledge of Microsoft Teams

Nice To Haves

Employees must arrange an appropriate workspace that ensures their productivity.
Must be able to take participate in virtual meetings, on-camera, and calls with minimal distraction

Responsibilities

Provide training, mentorship, and guidance to CXC team members to ensure quality customer service is being extended to internal and external customers
Supervise teams’ daily activities to ensure a high level of productivity, quality service, and compliance with company and departmental policies and procedures
Guide daily process improvement by performing root cause analysis to understand and reduce/prevent escalation
Review service-level analytics and create action plans to support skill development
Recommend process improvements to CX Management team and assist in implementing customer care programs
Continually evaluate interactions between CXCs and customers by monitoring and conducting quality assurance checks, and providing developmental feedback with Quality scores and actionable plans for agents to improve
Conduct regular performance reviews, including weekly coaching and feedback sessions to maximize agents’ potential to deliver exceptional memories to our customers
Isolate gaps across the entire customer experience group and develop ideas to bridge knowledge gaps and training material to support departmental continuity
Maintain a strong working knowledge of current Customer Care policies and procedures
Motivate new and existing team members.
Support hiring initiatives, performance management plans, corrective action management and exit interviews for assigned team
Assist management with other Customer Experience projects and reports as needed
Be the second line of support for customers with escalated resolutions needing help beyond the CXC team member
Perform backup duties to CXC team members when necessary, during times of high volume, and support and backup other Customer Experience Supervisors and their teams
Ability to work a varied schedule including nights, weekends and holidays to provide coverage, coaching and training