Customer Experience Supervisor

Customer Experience Supervisor – Essex Mortgage

This position is on-site only (Ocala, FL).

The Customer Experience Supervisor oversees a blended call center team, supporting both inbound and outbound customer interactions using the Five9 system to ensure high‑quality service up to 9 p.m. This role is responsible for meeting and exceeding performance metrics, enhancing the customer experience, and developing a team of empathetic, solutions‑oriented professionals who deliver exceptional "Raving Fan" experiences.

• Maintains highest level of professional behavior at all times even in stressful situations. Avoids behaviors, comments, and conversations that harm morale, productivity, customer satisfaction and teamwork.
• Meets confidentiality requirements related to company, customer and financial information.
• Communicates in writing, verbally and via email in a clear and positive way. Meets policy requirements governing communication content.
• Meets high‑productivity requirements and constantly evaluates and prioritizes work throughout the day to meet frequent deadlines.
• Takes ownership of work and completes tasks projects accurately. Reviews and proofreads work thoroughly.
• Works well in a fast‑paced team environment and communicates regularly with other team members to ensure deadlines are met.
• Remains up to date on best practices relevant to the position and uses work hours productively.

• Leadership and Team Development:
  Lead, coach, and mentor a team of customer experience representatives, fostering a supportive and empathetic team culture that emphasizes active listening, problem‑solving, and delivering Raving Fan experiences.
• Performance Monitoring and Feedback:
  Oversee team performance using the Five9 system, providing regular feedback and conducting performance evaluations to ensure that team members meet or exceed call center metrics, including answer times, call quality, and customer satisfaction.
• Scheduling and Resource Allocation:
  Coordinate shift scheduling and resource allocation to ensure consistent coverage up to 9 p.m., with flexibility to adapt to peak call periods and maintain service levels.
• Training and Development:
  Facilitate training sessions and continuous learning opportunities to keep the team up‑to‑date on customer service best practices, regulatory requirements, and system tools, ensuring each team member’s growth and readiness to provide exceptional customer experiences.
• Quality Assurance and Compliance Oversight:
  Conduct regular quality assurance checks to verify adherence to federal and state regulations, company policies, and customer privacy standards, maintaining accountability across all team interactions.

• Customer Interaction Supervision:
  Oversee inbound and outbound interactions within the blended call center environment, guiding the team in delivering a seamless and empathetic customer experience across phone, email, and any digital platforms.
• Customer Experience Enhancement:
  Drive improvements in customer service delivery by analyzing call metrics, identifying common customer needs, and implementing strategies to resolve issues efficiently and empathetically.
• Escalation Management:
  Handle escalated customer concerns promptly, using active listening and problem‑solving skills to address issues effectively and represent the company with professionalism and care.
• Collaboration and Communication:
  Serve as a liaison between the call center and other departments, sharing customer insights and collaborating on process improvements that enhance the overall customer experience.
• Metrics and Reporting:
  Track and analyze call center metrics and team performance data, generating reports on service levels, call quality, and customer satisfaction. Use this information to inform strategic decisions and performance enhancements.
• System and Process Improvements:
  Participate in the testing and rollout of updates to the Five9 system and other customer service tools. Propose and implement process improvements that streamline workflows and elevate the customer experience.
• Documentation and Procedural Updates:
  Maintain up‑to‑date…