Customer Engagement Supervisor
Core
Manage a contact center team to handle customer inquiries, complaints, and escalations across voice, email, chat, and social media channels while driving team performance and process improvements.
Role type
Senior IC Customer Engagement Supervisor (People Management & Operations)
Builds
Customer service operations, team performance, and contact center efficiency
Domain
Insurance / Financial Services
Required skills
People management, team coaching, conflict resolution, data analysis, process improvement, performance monitoring, multi-channel communication, incident management, training facilitation, reporting
Preferred skills
Agile/Scrum methodologies, digital tools utilization, customer insights generation, campaign management
Technologies
Jira, ticketing systems, contact center software, social media platforms
Responsibilities
Manage team workforce including scheduling, training, and performance appraisals; Handle complex customer escalations and complaints up to resolution; Drive team KPI achievements and service level agreements; Facilitate daily stand-ups and coaching sessions; Analyze customer data to recommend solutions and improve service; Monitor and strategize voice and non-voice team performance; Implement process improvements and documentation; Manage social media and digital channel interactions for the team.
Seniority
Senior, hands-on IC