Remote Customer Experience Supervisor & Coach

Paycom - ATS; Fort Mill (SC); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health Insurance

PTO

401K Matching

Employee Discount

Career Growth

Job summary

Broad River Retail seeks a Customer Experience Consultant Supervisor to lead a team of CXCs in Fort Mill or Four Oaks. You will train, coach, and oversee daily call, email, chat, and text performance, ensuring quality service and policy compliance.

Support process improvements and performance reviews while mentoring agents to deliver exceptional memories to customers. After onsite training, this role shifts to a work-from-home arrangement with monthly onsite meetings.

Qualifications

• Associates Degree or minimum of two (2) years of supervisory/team management in a contact center environment or equivalent experience.
• Proven experience handling highly escalated issues from the executive team.
• Experience managing high-volume customer service team members that handle inbound and outbound calls, emails, chats and texts, written communications, and/or social media customer service inquiries.
• Strong cognitive skills required; including the ability to learn quickly, handle multiple complex tasks simultaneously and be highly productive without needing much supervision.
• Proven experience mentoring, coaching, developing and motivating employees to increase morale and engagement; supervising teams of 8+ is preferred.
• Familiarity with call center metrics and the ability to review, interpret and create action plans to support individual achievement plans.
• Excellent customer service skills and a dedication to the root cause analysis of problems, especially in stressful situations.
• Experience with Contact Center technology such as Ring Central, NICE InContact, Freshdesk, etc.
• Strong knowledge of computers and technology, including Microsoft Suite with advanced knowledge of Microsoft Teams.

Responsibilities

• Provide training, mentorship, and guidance to CXC team members to ensure quality customer service is extended to internal and external customers.
• Supervise teams’ daily activities to ensure productivity, quality service, and compliance with policies.
• Guide daily process improvement by performing root cause analysis and reducing escalations.
• Review service-level analytics and create action plans to support skill development.
• Recommend process improvements to CX Management and assist in implementing customer care programs.
• Monitor interactions and conduct QA checks, providing feedback and plans for agents to improve.
• Conduct regular performance reviews and weekly coaching sessions to maximize agent potential.
• Identify gaps across the customer experience group and develop training materials for continuity.
• Maintain knowledge of current Customer Care policies and procedures.
• Support hiring initiatives, performance management, corrective actions, and exit interviews.

Skills

Supervisory experience

Team management

Coaching

Quality assurance

Root cause analysis

Customer service

Call center metrics

Mentoring

Training

Education

Associates Degree

Two years supervisory experience

Tools

RingCentral

NICE InContact

Freshdesk

Microsoft Teams

Job description

Broad River Retail seeks a Customer Experience Consultant Supervisor to lead a team of CXCs in Fort Mill or Four Oaks. You will train, coach, and oversee daily call, email, chat, and text performance, ensuring quality service and policy compliance.

Support process improvements and performance reviews while mentoring agents to deliver exceptional memories to customers. After onsite training, this role shifts to a work-from-home arrangement with monthly onsite meetings.