Supervisor, Customer Experience
About The Position
As the Supervisor, Customer Experience, you will lead a high-performing remote customer service and call center team, ensuring exceptional service delivery, operational excellence, and customer satisfaction. You will serve as a key liaison between frontline customer support associates and leadership, driving employee performance, quality assurance, workforce effectiveness, and continuous process improvement. This people leadership role is responsible for managing call center operations, coaching remote teams, resolving escalated customer issues, monitoring key performance indicators (KPIs), and ensuring achievement of Service Level Agreements (SLAs). This position plays a critical role in delivering a positive customer experience, maintaining operational efficiency, and supporting business objectives within a fast-paced contact center environment.
Requirements
- High school diploma
- Prior experience as a Call Center Supervisor, Customer Service Supervisor, Contact Center Supervisor, or in a similar people leadership role
- Strong communication skills, including interpersonal, verbal, written, coaching, and conflict-resolution abilities
- Proven ability to manage customer escalations, resolve operational challenges, and drive team performance in a fast-paced environment
- Proficiency with Microsoft Office (Excel, Word, Teams), performance reporting tools, and general business systems
- Must reside within one hour driving distance of Des Moines, Iowa
Nice To Haves
- 3+ years of call center, contact center, customer service, or customer experience supervisory experience
- Bachelor’s degree
- Experience in the healthcare industry, healthcare customer service, healthcare operations, or related service environments
Responsibilities
- Lead, coach, and develop a team of 30-45 remote customer service associates to meet and exceed performance, quality, productivity, and customer satisfaction goals
- Monitor, manage, and drive adherence to daily and monthly Service Level Agreements (SLAs), key performance indicators (KPIs), and operational targets
- Serve as the primary escalation point for operational challenges and customer service issues, ensuring timely and effective resolution
- Ensure compliance with company policies, procedures, quality standards, and applicable regulatory requirements; administer corrective actions as needed
- Partner with leadership, vendors, and client stakeholders to align on business objectives, customer experience strategies, and service expectations
- Oversee talent management processes, including recruitment, interviewing, hiring, onboarding, employee development, performance management, and terminations
- Analyze call center and customer experience performance data to identify trends, reduce risk, improve service quality, and drive continuous improvement initiatives
- Prepare and deliver regular reporting on team performance, operational metrics, customer satisfaction results, and service outcomes to senior leadership
- Collaborate with senior management on workforce planning, budgeting, staffing strategies, and operational improvement projects
- Leverage workforce management tools, reporting systems, and operational dashboards to proactively identify opportunities and implement solutions
- Support additional customer experience, contact center, and operational initiatives as assigned
Benefits
- Health and Welfare Benefits
- Retirement Savings
- Employee Discounts
- Career Growth Opportunities
- Paid Training
- Paid time off
- health insurance coverage
- voluntary dental and vision programs
- life and disability insurance
- a retirement savings plan
- paid holidays
- paid time off (PTO) or vacation and/or sick time
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
