Onsite CX Supervisor: Lead, Coach & Improve

Rheem Manufacturing Company; Montgomery (AL); On-site; USD 85,000 - 105,000; Full time

Job summary

Rheem Manufacturing Company seeks a Supervisor, Customer Experience to lead CX professionals and coordinate service for internal and external customers on complex issues. The role involves onboarding staff, supervising daily operations, and driving process improvements across the customer support function.

Based on the North America division, the position is on-site in Montgomery, AL, with focus on delivering high standards in productivity, quality, and customer service.

Qualifications

• Bachelor's degree in business, statistics, economics, or related field.
• 5+ years’ experience in customer service or customer call center operations.
• Experience supervising others.
• ERP programs such as Oracle or AS400 and Order Management Systems.
• Excellent communication skills, written and verbal, with attention to detail and accuracy.
• Proficient computer skills and in-depth knowledge of MS Office Suite.
• Understanding of work scheduling, prioritizing, coaching and process execution.
• Ability to work well in a matrix team environment.
• Ability to present information and respond to questions from groups, manager, clients, and customers.
• Recognize and implement process improvement.
• Understanding of supply chain logistics.

Responsibilities

• Onboard and train call center personnel.
• Manage all aspects of New Employee work-area set up.
• Coach call center staff through challenging customer service issues.
• Handle escalation calls as a tier above the Customer Experience Representative.
• Analyze call center data and provide reports for upper management.
• Continually evaluate staff effectiveness and performance.
• Lead team meetings and 1:1 meetings with direct reports.
• Prepare & give presentations.
• Develop monthly, quarterly and annual call center goals and action plans.
• Prepare work schedules to ensure sufficient coverage.
• Establish a high standard for productivity, quality, customer service as well as define guidelines.
• Develop annual goals for self and team aligning to the overall CX strategy
• Continuous Improvement experience
• Process improvements experience
• Servant leadership skills – listening, empathy, self-awareness, foresight, commitment to growth, building community
• Other duties as assigned.

Skills

Leadership

Customer service

Data analysis

Communication

MS Office

Education

Bachelor's degree in business or related field

Tools

ERP systems (Oracle/AS400)

Job description

Rheem Manufacturing Company seeks a Supervisor, Customer Experience to lead CX professionals and coordinate service for internal and external customers on complex issues. The role involves onboarding staff, supervising daily operations, and driving process improvements across the customer support function.

Based on the North America division, the position is on-site in Montgomery, AL, with focus on delivering high standards in productivity, quality, and customer service.