Client Experience Supervisor

• Lead the Client Experience team by providing coaching, guidance, and support through positive communication to employees
• Ensure daily required workloads are completed and department standards are met
• Conduct in-depth research to identify any missed opportunities and provide service and issue resolution to escalated clients
• Implement departmental initiatives and represent the team to internal and external personnel
• Develop, empower, and coach employees to think creatively, work independently and perform to their maximum potential
• Interview, hire, coach, evaluate, discipline, and terminate employees according to Human Resources guidelines
• Organize and conduct one on one meetings to inform employees about changes, new procedures, or problems
• Assess employee performance in client servicing and provide ongoing constructive feedback and coaching for improvement
• Manage the resolution of escalated issues through the coordination and collaboration of cross-functional teams
• Lead client servicing calls and/or provide support during scheduled calls
• Prepare and distribute communication to client and stakeholders; ensure follow up and remediation is completed

• Associate’s degree in a related field preferred
• 5-7 years of directly related work experience required
• 2+ years of people leader experience required
• Exceptional communication skills; use of clear, concise, and effective oral and written communication
• Ability to speak and present in small or large groups
• Ability to work professionally with other department leads and upper management
• Be motivated to set goals for self-improvement and to drive team to success
• Ability to build and maintain strong professional relationships with employees, internal teams and clients
• Ability to handle confidential information in a responsible manner and lead difficult conversations
• Accept and adapt to change; lead team through positive change management
• Ability to work independently and take ownership of client and field relationships
• Ability to identify, analyze, and resolve problems with urgency
• Ability to prioritize high level escalations and work with various teams to resolve
• Effectively manage time and maintain availability to team
• Ability to adapt to change in processes or daily routine quickly
• Ability to assign and monitor multiple workloads and complete deadlines
• Be creative, present new ideas for efficiencies and better workflow processes

Demonstrates strong leadership in client experience management, with a focus on coaching, communication, and performance assessment. Capable of driving team success through effective problem resolution and change management.

• Client Experience Leadership
• Coaching And Development
• Effective Communication
• Problem Resolution
• Change Management

• Performance Assessment
• Workload Management
• Research And Analysis
• Conflict Resolution
• Goal Setting

• Interpersonal Skills
• Team Building
• Adaptability
• Creativity
• Motivation

• Associate’s Degree

• Client Servicing
• Employee Coaching
• Cross-Functional Collaboration
• Confidential Information Management
• Stakeholder Communication