Experienced Lead Customer Experience Supervisor – Teleperformance

As a highly skilled and motivated professional, we invite you to join arenaflex, a leading global company, in a dynamic role that will challenge you to excel in customer experience leadership. As a Lead Customer Experience Supervisor at arenaflex, you will play a pivotal role in shaping the operational practices that foster positive employer-employee-client relationships and drive high levels of employee morale. This is a 100% work-at-home position that requires strong leadership and communication skills, and we are looking for a talented individual who can thrive in a fast-paced, high-energy, change-oriented environment.

About arenaflex

arenaflex is a renowned global company that has been at the forefront of the customer experience industry for years. Our commitment to innovation, quality, and customer satisfaction has earned us a reputation as a leader in our field. With a strong focus on employee development and well-being, we strive to create a work environment that is both challenging and rewarding. As a Lead Customer Experience Supervisor at arenaflex, you will be part of a dynamic team that is dedicated to delivering exceptional customer experiences and driving business growth.

Responsibilities

As a Lead Customer Experience Supervisor at arenaflex, your key responsibilities will include:

• Developing and implementing operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale
• Managing compliance and reporting for all center operations, including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, and more
• Overseeing day-to-day contact center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency, and service quality excellence
• Promoting the highest standards of ethical and professional conduct through demonstrated individual performance
• Thriving as a team player in a fast-paced, high-energy, change-oriented environment
• Continuing liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT, and the Client
• Performing other related duties and assignments as required

Qualifications

To be successful in this role, you will need to possess the following qualifications:

• Bachelor's degree from an accredited college or university or equivalent work experience
• Medical Coding Certification is an added advantage
• Contact center leadership experience preferred
• Currently a supervisor or above with excellent TOPS implementation skills
• Experience managing programs with varying service objectives, agent skill requirements, and technical solutions
• Strong verbal, listening, and written communications skills required
• Excellent attendance history is required
• Some travel may be required
• Must have proficiency in Microsoft Office functions, including extended Outlook functions and complex Excel functions

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Strong leadership and communication skills
• Ability to develop and implement operational practices that promote high levels of employee morale and positive employer-employee-client relationships
• Excellent problem-solving and analytical skills
• Ability to manage multiple priorities and deadlines
• Strong attention to detail and organizational skills
• Ability to work effectively in a team environment
• Strong customer service skills
• Ability to adapt to changing priorities and deadlines

Career Growth Opportunities and Learning Benefits

As a Lead Customer Experience Supervisor at arenaflex, you will have access to a range of career growth opportunities and learning benefits, including:

• Opportunities for professional development and growth
• Access to training and development programs
• Mentorship and coaching from experienced leaders
• Opportunities to work on high-profile projects and initiatives
• Recognition and rewards for outstanding performance

Work Environment and Company Culture

arenaflex is committed to creating a work environment that is both challenging and rewarding. Our company culture is built on the following values:

• Customer focus: We are dedicated to delivering exceptional customer experiences and driving business growth.
• Innovation: We are committed to innovation and continuous improvement.
• Collaboration: We believe in the power of teamwork and collaboration.
• Integrity: We operate with integrity and transparency in all our interactions.
• Respect: We respect and value our employees, customers, and partners.

Compensation, Perks, and Benefits

As a Lead Customer Experience Supervisor at arenaflex, you will be rewarded with a competitive salary and a range of benefits, including:

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement program

How to Apply

If you are a motivated and experienced professional who is passionate about customer experience leadership, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! Apply Job! Apply for this job