Job Description:

　　Summary:

　　The Customer Experience Supervisor is accountable for driving improvements in call center KPIs and developing and leading a team of call center agents. This individual is pivotal in positioning our team to meet customer and consumer expectations and deliver on company goals. Our goal at TTI Floor Care North America is to provide world-class service to our consumers and customers. This role will report to the Manager of Customer Experience.

　　Key Responsibilities:

　　Accountable for the execution and implementation of call center processes designed to drive consumer satisfaction within our Hoover, Dirt Devil, and Oreck brands

　　Lead, coach, and develop a remote team of call center agents to meet/exceed Customer Experience KPIs

　　Support call center operations with open/close procedures

　　Work closely with Customer Experience WFM to plan staffing models to more effectively support hours of operation

　　Collaboration across TTI Floor Care to better understand the needs of the business and the impact related to Customer Experience

　　Compile & analyze data to drive strategic business decisions

　　Assist with the managing of Customer Experience projects as required

　　Flexible schedule availability to also support a night and weekend operation

　　Operate within a culture of Continuous Improvement, leading in a fast-paced environment that requires change agility

　　Qualifications:

　　Excellent written and verbal communication

　　Proficient in Call Center KPIs and methodologies

　　Highly structured and time-disciplined individual with the ability to manage large-scale projects in parallel with a demanding workload

　　5+ years of call center experience required

　　2+ years of leadership experience preferred

　　Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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