Smartaira is seeking a passionate and results-driven Customer Experience Supervisor to lead our Smart Desk Agents and Senior Smart Desk Agents, ensuring exceptional customer support and operational excellence. This role is responsible for overseeing a team that fields phone calls from customers seeking technical assistance and account support, while also managing escalated interactions, driving performance, and recommending process improvements.
Key Responsibilities:
- Team Leadership: Lead, coach, and develop Smart Desk Agents and Senior Smart Desk Agents, fostering a high-performance culture focused on delivering exceptional customer experiences.
- Escalation Management: Serve as the primary point of contact for escalated customer interactions, ensuring complex issues are resolved quickly and effectively. While Senior Smart Desk Agents assist with escalations, you remain accountable for ensuring all escalations are properly addressed.
- Performance Management: Monitor agent performance, conduct regular one-on-ones, and provide real-time feedback to ensure individual and team goals are met.
- Process Improvement: Identify opportunities to enhance service delivery, streamline workflows, and improve overall customer satisfaction.
- Training and Development: Support ongoing training initiatives to ensure agents have the knowledge and skills needed to succeed.
- Quality Assurance: Conduct regular quality assessments, review call recordings, and provide actionable insights to enhance agent performance.
- Reporting and Analytics: Track key performance metrics and provide leadership with regular updates on team performance and customer satisfaction.
- Collaboration: Work closely with other departments to resolve customer issues and improve the overall customer journey.
- Additional Responsibilities: Perform other related duties as assigned to support the success of the team and overall business objectives.
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