Customer Experience Supervisor - Lead CX Strategy & QA

CBE Companies; Cedar Falls (IA); On-site; USD 70,000 - 90,000; Full time

Job summary

CBE Companies in Cedar Falls, IA is seeking a Supervisor, Customer Experience to lead a QA/CE team and drive performance on NPS, ACS and FCR. You will design and implement operational strategies, coach supervisors, and partner with client teams to meet standards.

The role requires 3+ years of management experience, Lean Six Sigma mindset, and strong communication skills. Remote coordination with multiple sites is typical; a strong customer-first culture is essential.

Qualifications

• Minimum of 3 years previous management experience; preferably in a call center or fast paced operations environment required or a bachelor's degree required
• Management experience leading a team of 5-6 supervisors and 60-80 representatives or managing a CE team of 5-6 analysts
• LEAN Six Sigma Certified or experience in continuous improvement/project management
• Excellent verbal and written communication skills
• Experience with technology and collection or customer service systems

Responsibilities

• Design and execute strategies to meet all customer experience related metrics of the program
• Overall day to day responsibility of the Quality Assurance (QA) and Customer experience (CE) Team
• Remote site management, as direct reports and/or teams may be in multiple locations
• Develop and assist Operations Team Managers to drive performance to meet or exceed key CE performance indicators
• Coach and train managers and supervisors with remote call monitoring and effective feedback
• Monitor customer satisfaction metrics: NPS, ACS, FCR, Call Quality Monitoring

Skills

Coaching

Performance management

Decision making

Interviewing/selection

Employee relations

Leadership

Education

Bachelor's Degree

Tools

MS Word

MS Excel

CRM systems

Job description

CBE Companies in Cedar Falls, IA is seeking a Supervisor, Customer Experience to lead a QA/CE team and drive performance on NPS, ACS and FCR. You will design and implement operational strategies, coach supervisors, and partner with client teams to meet standards.

The role requires 3+ years of management experience, Lean Six Sigma mindset, and strong communication skills. Remote coordination with multiple sites is typical; a strong customer-first culture is essential.