Supervisor, Customer Experience

General Summary

The Supervisor, Customer Experience is responsible for managing the day-to-day operations of our Payment Services (Collections) team. The Supervisor will provide in office structure, direction and support to their Payment Services team to ensure the highest level of performance is achieved and exceptional customer service is provided to both internal and external customers by managing a combination of people, processes, and technology in accordance with company procedures and applicable state statutes.

• Provides crucial support to the collections, call center team - circulates the floor periodically every day to be available to provide assistance and instructions.
• Remains available at all times for questions and concerns.
• Monitor attendance, schedule adherence, and acceptable occupancy to meet or exceed key performance indicators.
• Work closely with other Supervisors and business units to ensure customer needs are met while meeting or exceeding department goals and objectives.
• Monitor queues, volume and trends; recommend real-time and/or long-term process adjustments as necessary and alert management as appropriate. Prepares performance reports by collecting, analyzing, and summarizing data trends on a daily, weekly, and monthly basis. Report to individual team members, area teams, and management, as appropriate.
• Review operating procedures regularly and maintain appropriate work standards. Gather feedback from internal and external customers to ensure department procedures meet the statutory requirements of the business.
• Identify customers who are behind on payments and managing policy cancelations via outbound channels, developing strategies to collect past-due accounts, and ensuring that all legal and compliance regulations are met.

• Participates in recruiting, selecting, orienting, training, assigning, coaching, developing, counseling, and performance management; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; ensuring compliance with policies and procedures.
• Monitor productivity, quality, and customer service standards and perform audits. Carry out performance management, measurement and evaluation of all team members to improve customer focus and efficiency. Recommend process improvement and quality assurance programs.
• Sustain an environment that fosters teamwork, values diversity, supports, and respects all team members.
• Provide the resources, tools, training and development to achieve optimal results in accordance with operating procedures.
• Conduct regularly scheduled department/team meetings.

• Increase the effectiveness and efficiency of the department through communication and improvement within each organizational function.
• Identify and evaluate technologies; assist with defining requirements; technical specifications and coordinate implementations.
• Participate on inter-departmental initiatives to accomplish strategic plans. Represents the department on area and corporate project teams.
• Contribute to short and long-term organizational planning and strategy.

• Ensure that competing priorities (i.e. workload, projects, meetings, training and coaching) are completed while achieving performance objectives.
• Assists with meeting department financial objectives by assisting in preparing an annual budget and monitoring expenditures.
• Establish and communicate individual and team objectives.
• Assign tasks, follows up and gives instructions as necessary.
• Other duties as assigned or as situation dictates.
• Timely responsiveness to escalated customer service issues.

• 3-5 year supervisory experience
• 3 years providing supervision in a Customer Service / Call Center environment.
• Must have a High School diploma or GED equivalent.
• Strong leadership, collaboration and interpersonal skills.
• Analytical, verbal, and written communication skills.
• Organizational and time management skills.
• Ability to maintain…