Supervisor, Customer Experience

POSITION SUMMARY

The Supervisor, Customer Experience, oversees a team of Customer Experience Specialists (CES) to ensure exceptional service delivery, efficient operations, and continuous improvement. This position is responsible for coaching and mentoring staff, monitoring performance metrics, resolving escalated issues, and implementing service strategies that align with company goals, performance guarantees and key performance indicators. The supervisor acts as a liaison between frontline associates and Contact Center leadership, fostering a positive work environment and driving customer satisfaction through effective leadership and process optimization.

 

 

ESSENTIAL FUNCTIONS 

• Lead, coach, motivate, and develop employees through one-on-one meetings, performance appraisals, and growth opportunities.
• Empower employees to take ownership of tasks and contribute to team goals.
• Provide clear expectations, training, and resources to support success.
• Conduct regular team meetings and one-on-ones to foster communication and collaboration.
• Ensure cross-training and continued development across the team.
• Monitor and track employee performance, including productivity, quality, attendance, and schedule adherence.
• Ensure team performance meets or exceeds departmental goals and quality standards.
• Identify trends and recommend improvements to enhance operational efficiency and reduce executive complaints.
• Maintain employee schedules, assignments, and training plans.
• Meet deadlines and turnaround times set by leadership.
• Partner with contact center leadership and HR to interview, select, and onboard new employees.
• Collaborate with leadership to proactively address performance or workflow issues.
• Participate in department/corporate meetings to support program development and service enhancements.
• Demonstrate commitment to improving the customer experience and resolving service challenges.
• Promote best practices and implement solutions to streamline workflows without compromising quality.
• Provide regular performance summaries and insights to contact center leadership.
• Manage departmental equipment inventory, including headsets, phones, and related tools, ensuring accurate tracking and availability to support daily call center operations.
• Other duties as assigned.

 

EDUCATION

• Bachelor’s degree of equivalent work experience required

 

 

EXPERIENCE AND SKILLS

• At least 3 years’ experience in a Health Insurance and Customer Service call center environment required.
• Must possess demonstrated supervisor potential (i.e. previous team lead role, project leader, etc,) is required.
• Must be proficient in Microsoft Word and Excel programs and have the ability to easily learn other data systems.
• Ability to read, analyze and interpret general plan benefits and guidelines.
• Ability to write reports, business correspondence, and procedures. 
• Ability to effectively respond to questions from management, co-workers, members, providers, and clients.

 

 

POSITION COMPETENCIES

• Accountability
• Coaching and Feedback
• Collaboration
• Customer Focus
• Decision Making
• Execution Management
• People Leadership

 

PHYSICAL DEMANDS

• This is an office environment requiring extended sitting and computer work

WORK ENVIRONMENT  

• Remote

 

Here at Allied, we believe that great talent can thrive from anywhere. Our remote friendly culture offers flexibility and the comfort of working from home, while also ensuring you are set up for success. To support a smooth and efficient remote work experience, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 100Mbps download/25Mbps upload. Reliable internet service is essential for staying connected and productive.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Compensation is not limited to base salary. Allied values our Total Rewards, and offers a competitive Benefit Package including, but not limited to, Medical, Dental, Vision, Life and Disability Insurance, Generous Paid Time Off, Tuition Reimbursement, EAP, and a Technology Stipend.

Allied reserves the right to amend, change, alter, and revise, pay ranges and benefits offerings at any time. All applicants acknowledge that by applying to the position you understand that the specific pay range is contingent upon meeting the qualification and requirements of the role, and for the successful completion of the interview selection and process. It is at the Company's discretion to determine what pay is provided to a candidate within the range associated with the role.