Customer Experience Supervisor - Remote

Overview

Smartaira is seeking a passionate and results-driven Customer Experience Supervisor to lead our Smart Desk Agents and Senior Smart Desk Agents, ensuring exceptional customer support and operational excellence.

In Short

• Lead, coach, and develop Smart Desk Agents and Senior Smart Desk Agents.
• Serve as the primary point of contact for escalated customer interactions.
• Monitor agent performance and provide real-time feedback.
• Identify opportunities to enhance service delivery and customer satisfaction.
• Support ongoing training initiatives for agents.
• Conduct regular quality assessments and provide actionable insights.
• Track key performance metrics and provide leadership updates.
• Collaborate with other departments to resolve customer issues.
• Perform additional related duties to support team success.

Requirements

• Minimum 2 years of call center leadership experience.
• Strong communication, problem-solving, and conflict resolution skills.
• Proven ability to lead teams in a fast-paced environment.
• Familiarity with call center software and CRM systems.
• A customer-first mindset with a passion for positive experiences.
• High level of organization and attention to detail.

Benefits

• Opportunity to lead a team in a dynamic environment.
• Support for professional development and training.
• Flexible work arrangements with remote options.
• Engagement in process improvement initiatives.
• Access to performance management tools.