Customer Experience Leader

ITW

City of Troy (NY)

On-site

USD 55,000 - 75,000

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

ITW in Troy, NY is seeking a Customer Service Supervisor to lead a dynamic team and ensure exceptional service. You will manage daily operations, monitor performance, coach staff, and drive continuous improvement.

This supervisory position requires strong leadership, clear communication, and the ability to translate metrics into actionable plans. The role emphasizes coaching, quality assurance, and data-driven decisions, with responsibilities spanning workload balancing, policy compliance, and

Qualifications

Associate’s degree required; Bachelor’s degree preferred.
Minimum of 6 years of customer service, contact center, or related experience.
Minimum 2 years of people leadership or supervisory experience.
Experience managing customer inquiries, escalations, and service performance metrics.
Experience balancing workloads and coordinating team resources in a customer-facing environment preferred.

Responsibilities

Manage and coordinate the daily activities of the customer service team.
Administer and balance case volumes and workloads to ensure efficient service delivery.
Monitor productivity, staffing levels, and service levels to meet operational objectives.
Ensure policies, procedures, and operating standards are consistently followed.
Provide direction, coaching, and support to achieve departmental goals.
Address and resolve escalated customer concerns.
Promote a customer-focused culture within the team.
Conduct regular coaching sessions and performance reviews.
Identify opportunities for employee development and continuous improvement.
Develop and execute performance improvement plans as needed.
Recognize and reward strong performance.
Support employee engagement, retention, and career development.
Monitor interactions to ensure compliance with company policies and service standards.
Analyze service metrics and operational data to identify improvement opportunities.
Recommend process enhancements to improve efficiency and customer satisfaction.
Partner with leadership to achieve strategic customer service objectives.
Interviewing, hiring, onboarding, training, assigning and directing work, evaluating performance, coaching employees, rewarding and disciplining employees, addressing complaints, and resolving operational and customer issues in accordance with company policies and applicable laws.