Consumer Experience (CX) Supervisor
Jacksonville, FL | Full-Time | $28–29/hr | Temp-to-Hire (4–6 months)
We are seeking a motivated Consumer Experience (CX) Supervisor to lead a team of customer service professionals in a fast-paced contact center environment. This role is responsible for driving agent performance, productivity, quality, attendance, and compliance while fostering a positive and engaging workplace culture.
Key Responsibilities:
- Supervise, coach, and develop CX Agents to achieve performance and customer service goals.
- Conduct one-on-one coaching sessions, performance reviews, and corrective actions as needed.
- Provide real-time support and guidance for customer interactions and escalations.
- Monitor KPIs, productivity, quality, and schedule adherence.
- Ensure compliance with company policies, procedures, and service standards.
- Partner with Workforce Management to maintain staffing and coverage needs.
- Implement process improvements and reinforce operational updates.
- Promote a collaborative, accountable, and customer-focused team environment.
Qualifications:
- Prior leadership experience in a customer service or contact center setting.
- Strong coaching, communication, and employee development skills.
- Experience managing performance metrics, KPIs, and workforce scheduling.
- Advanced Microsoft Excel skills, including Pivot Tables and VLOOKUP.
- Ability to manage multiple priorities and resolve escalated issues effectively.
- High School Diploma required; Bachelor’s degree preferred.
Qualifications: Previous leadership experience in a customer service or contact center environment. Strong coaching, communication, and performance management skills. Experience with KPIs, workforce scheduling, and customer experience metrics. Advanced E