Customer Experience Lead — Hybrid, High Impact

AmeriGas; Rocklin (CA); Hybrid; USD 61,000 - 83,000; Full time

Job summary

AmeriGas Propane, Inc. is seeking a Customer Experience Supervisor (CX Supervisor) in Rocklin, CA.

The role leads a team of CX Advocates, coaching to achieve performance metrics and best practices in customer care, while driving operational effectiveness in a hybrid work environment. The ideal candidate has 3–5 years in a contact center with supervisory responsibilities and a strong ability to analyze data and develop action plans.

Qualifications

• Bachelor's degree preferred or equivalent call center operations experience.
• Three to five years Contact Center experience with demonstrated capability in leadership roles
• Experience in analysis of performance/operational data.

Responsibilities

• Oversee daily operation and performance of a team of service professionals to meet goals.
• Train and motivate staff; ensure performance to goals, SLAs and quality metrics; use performance management when needed.
• Provide timely coaching based on observations; conduct regular 1:1 feedback and annual evaluations.
• Deliver/train on product, process, and service improvements.
• Track and report metrics, KPIs, and data for leadership.
• Participate in recruitment and onboarding of new employees.
• Contribute to special projects and initiatives.
• Foster positive morale and a productive work environment.

Skills

Team leadership

Coaching

Performance metrics

Call center operations

Data analysis

Verbal communication

Education

Bachelor's degree or equivalent

Tools

MS Excel

Job description

AmeriGas Propane, Inc. is seeking a Customer Experience Supervisor (CX Supervisor) in Rocklin, CA.

The role leads a team of CX Advocates, coaching to achieve performance metrics and best practices in customer care, while driving operational effectiveness in a hybrid work environment. The ideal candidate has 3–5 years in a contact center with supervisory responsibilities and a strong ability to analyze data and develop action plans.