Customer Experience Supervisor I

General Description The Customer Experience Supervisor provides leadership, coaching, and development for Contact Center and Front Desk staff while managing performance and fostering an engaged workplace. Partnering with the Customer Experience Manager and Customer Experience Project Supervisor, this position ensures staff have the training, feedback, skills, knowledge, and resources to meet operational and customer service goals. Essential Functions Employee Leadership and Development

• Supervises, coaches, mentors, and develops Contact Center and Front Desk staff.
• Sets performance expectations, evaluates results, provides feedback, and monitors employee goals.
• Maintains development plans, supports career and succession planning, and recognizes employee contributions.

Performance Management

• Develops scorecards and monitors quality, productivity, attendance, workload, and customer service performance.
• Conducts call reviews and one-on-one meetings, providing counseling and corrective action as needed.
• Addresses employee concerns and promotes accountability, professionalism, and continuous improvement.

Training and Workforce Readiness

• Oversees onboarding, training, and cross-training for Contact Center and Front Desk staff.
• Develops training based on operational needs and ensures staff knowledge of policies, procedures, systems, and service standards.
• Tracks training progress and employee competency development.

Team Engagement and Communication

• Facilitates team meetings, staff communications, and cross-department collaboration.
• Promotes employee engagement, a positive workplace culture, and consistent service standards.
• Supports organizational initiatives, change management, and team effectiveness.

Administrative Oversight

• Oversees scheduling, payroll, timekeeping, staffing plans, and workforce adjustments.
• Supports recruitment, selection, onboarding, workforce planning, and organizational development.
• Serves as back up to the Customer Experience Project Supervisor and other staff to ensure continuity of daily operations, timely completion of tasks, and adherence to established schedules and procedures.
• Other duties as assigned.

Minimum Qualifications

• High school diploma or GED issued by an approved GED Administrator.
• Minimum of five (5) years of experience in contact center operations, customer service, utility operations, billing, collections, accounts receivable, or a related field plus two (2) years of supervisory, lead, coaching, or team leadership experience preferred.
• Demonstrated experience in employee development, performance management, coaching, and training.
• Strong leadership, communication, conflict resolution, and interpersonal skills.
• Must possess and maintain a valid State of Florida Class E Driver's License.

Benefits

Health, Dental, and Vision Medical Insurance Employee Onsite Wellness Center 401(a) and 457 Retirement Plans Retirement Match

Group Basic Life Insurance / AD&D Paid Vacation and Holidays Paid Sick Time / Sick Bank Employee Assistance Program Flexible Spending Account Program Dependent Care (FSA) Longevity and Christmas Bonuses Tuition Reimbursement