Customer Experience Supervisor

hace 1 semana

Guadalajara, México Sparrow Search A tiempo completo

**Customer Experience Supervisor**The Customer Experience Supervisor (CES) is responsible for managing the Customer Experience Representative (CER) team, assigning tasks, measuring performance, and implementing initiatives to achieve key performance indicators (KPIs) while ensuring a high level of customer service. The CES collaborates with the Customer Experience Manager to design and deploy training plans, improve team efficiency, and support process automation.**Key Responsibilities**:- Assign and oversee CER tasks, including customer complaints and purchase order cases.- Calculate, update, and communicate KPIs to the team.- Handle Level 1 customer experience escalations, ensuring customer satisfaction and adherence to company procedures.- Conduct performance evaluations and one-on-one meetings.- Design and implement training plans and lead continuous improvement efforts.- Collaborate with other departments (e.g., planning, production, procurement).- Maintain and update process documentation for the CER team.- Act as a customer advocate within the organization.**Qualifications**:- Passion for customer experience excellence.- Proven experience in a customer service supervisor role (5-10 years).- Ability to work under pressure and strong attention to detail.- Basic knowledge of electrical power and strong problem-solving skills.- Bilingual (Spanish and English).- Excellent organization, communication, and time management skills.- Proficiency in computer skills (MS Outlook, MS Teams, MS Word, system directories).- Alignment with company goals and values.This role requires a proactive leader with strong organizational skills and a focus on continuous improvement and customer satisfaction.Tipo de puesto: Tiempo completoSueldo: $35,000.00 - $50,000.00 al mesBeneficios:- Seguro de gastos médicos mayores- Vales de despensaPago complementario:- Bono de permanenciaTipo de jornada:- Turno de 8 horasEscolaridad:- Licenciatura terminada (Deseable)Experiência:- Customer Service: 5 años (Deseable)- Rol de Supervisor: 3 años (Deseable)Idioma:- Inglés Avanzado (Deseable)Lugar de trabajo: Empleo remoto

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