Customer Experience Manager

2 weeks ago

Brisbane, Queensland, Australia beBeeCustomer Full time $85,000 - $105,000
Customer Experience Supervisor

We are seeking a skilled Customer Experience Supervisor to lead our team of customer service agents in providing exceptional support to our customers.

Key Responsibilities:

  • Ensure that all customer interactions meet or exceed quality standards.
  • Oversee the handling of customer service requests, appointments, cancellations, complaints, and billing inquiries.
  • Drive call handling KPIs, including customer retention, bookings, service levels, and abandonment rates.
  • Optimize agent utilization through workforce scheduling.
  • Assist in HR objectives, including recruitment, training, coaching, counseling, discipline, performance reviews, and compensation actions.
  • Conduct yearly performance reviews with development and goal planning for agents and team leads.

Required Skills and Qualifications:

  • 5+ years in customer service and 3+ years in call center management.
  • Creative and strategic thinking, excellent verbal and written communication skills, strong interpersonal communication abilities.
  • Ability to navigate multiple systems, solid analytical skills, and ability to interpret data.
  • Proficient in Excel, including pivot tables and graphs.
  • Ability to manage multiple people/projects simultaneously.

What We Offer:

  • Competitive pay with incentive opportunities, paid time off, and company holiday pay.
  • Medical, dental, and vision insurance, 401(k) retirement savings plan with company matching.
  • Life and disability insurance options, supplemental benefit programs.

Equal Employment Opportunity:

Our company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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