Customer Experience Supervisor
S
Sparrow Search
📍 guadalajara, guadalajara, Mexico
Job Description
The Customer Experience Supervisor oversees the Customer Experience Representative (CER) team, assigning tasks, measuring performance, and devising initiatives to meet KPI goals and ensure the highest level of customer service. In coordination with the Customer Experience Manager, the CES designs and deploys training plans for the development of the CER team. The CES supports automation and streamlining efforts to increase team efficiency.
**Essential Duties and Responsibilities**:
- Assign tasks and monitor timely completion.
- Calculate and update relevant KPIs.
- Communicate KPIs to the team and devise initiatives to meet goals.
- Handle Level 1 escalations for customer complaints and purchase orders.
- Conduct bi-weekly one-on-one meetings with team members.
- Conduct performance evaluations.
- Design and deploy training plans for the CER team.
- Liaise between the CE team and other departments.
- Lead continuous improvement efforts in coordination wit...
**Essential Duties and Responsibilities**:
- Assign tasks and monitor timely completion.
- Calculate and update relevant KPIs.
- Communicate KPIs to the team and devise initiatives to meet goals.
- Handle Level 1 escalations for customer complaints and purchase orders.
- Conduct bi-weekly one-on-one meetings with team members.
- Conduct performance evaluations.
- Design and deploy training plans for the CER team.
- Liaise between the CE team and other departments.
- Lead continuous improvement efforts in coordination wit...