Senior Supervisor, Customer Experience

Job Track Description: Assists others in achieving goals. Manages performance appraisals and pay reviews. Manages training for 3 or more employees. Manages hiring and termination actions. Requires broad technical expertise and industry knowledge. Is accountable for functional, operational, and/or program management. General Profile Supervises daily tasks of complex business, technical support, or production teams. Sets team priorities to ensure timely completion. Coordinates work activities with other supervisors. Makes decisions based on policies, procedures, and business plans. Receives guidance from manager. Able to perform work unsupervised. Functional Knowledge Understands and applies concepts in the field of expertise. Has basic knowledge of other disciplines. Business Expertise Understands how to improve efficiency across related teams. Impact Impacts the quality and effectiveness of the team and its contribution to the subfunction. Leadership Sets priorities for and instructs employees to meet daily deadlines. Problem Solving Resolves day-to-day technical and operational problems. Interpersonal Skills Uses clear communication skills to exchange information and handle sensitive issues. Responsibility Statements Delivers quality, productivity, and compliance KPI reports. Coaches front-line supervisors and tier 2 or 3 agents to enhance performance. Gives processes and business updates to the team. Examines known best practices for continuous improvement. Reviews performance statistics and addresses improvements. Engages with the client for regular business updates. Performs additional duties as assigned. Complies with all policies, procedures and standards.