Customer Experience Supervisor I

General Description

The Customer Experience Supervisor provides leadership, coaching, and development for Contact Center and Front Desk staff while managing performance and fostering an engaged workplace.

Partnering with the Customer Experience Manager and Customer Experience Project Supervisor, this position ensures staff have the training, feedback, skills, knowledge, and resources to meet operational and customer service goals.

Essential Functions

Employee Leadership and Development

• Supervises, coaches, mentors, and develops Contact Center and Front Desk staff.
• Sets performance expectations, evaluates results, provides feedback, and monitors employee goals.
• Maintains development plans, supports career and succession planning, and recognizes employee contributions.

Performance Management

• Develops scorecards and monitors quality, productivity, attendance, workload, and customer service performance.
• Conducts call reviews and one-on-one meetings, providing counseling and corrective action as needed.
• Addresses employee concerns and promotes accountability, professionalism, and continuous improvement.

Training and Workforce Readiness

• Oversees onboarding, training, and cross-training for Contact Center and Front Desk staff.
• Develops training based on operational needs and ensures staff knowledge of policies, procedures, systems, and service standards.
• Tracks training progress and employee competency development.

Team Engagement and Communication

• Facilitates team meetings, staff communications, and cross-department collaboration.
• Promotes employee engagement, a positive workplace culture, and consistent service standards.
• Supports organizational initiatives, change management, and team effectiveness.

Administrative Oversight

• Oversees scheduling, payroll, timekeeping, staffing plans, and workforce adjustments.
• Supports recruitment, selection, onboarding, workforce planning, and organizational development.
• Serves as back up to the Customer Experience Project Supervisor and other staff to ensure continuity of daily operations, timely completion of tasks, and adherence to established schedules and procedures.
• Other duties as assigned.

Minimum Qualifications

• High school diploma or GED issued by an approved GED Administrator.
• Minimum of five (5) years of experience in contact center operations, customer service, utility operations, billing, collections, accounts receivable, or a related field plus two (2) years of supervisory, lead, coaching, or team leadership experience preferred.
• 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.

Physical Demands

PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand and walk to a significant degree; use hands to operate tools or feel, and talk or hear. The employee is frequently required to pull, push, kneel, bend, squat, crawl, and twist. The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORKING CONDITIONS:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Environmental factors include outdoor conditions; rugged terrain, slippery surfaces, varying weather, including, heat, cold, dry, wet weather. In addition, noise, darkness, brightness, vibrations, traffic, biological agents, chemicals, gas/ fumes, magnetic fields, or congested area. Environmental factors include indoor, flat surface, noise, sitting with occasionally walking and standing.