The Customer Engagement Supervisor oversees a team of agents to deliver exceptional customer experiences across various touchpoints.
They manage daily operations, develop engagement strategies, and monitor team performance to boost satisfaction, loyalty, and retention.
Requirements include a high school diploma or GED, 3+ years of customer service or engagement experience, and 1 year of supervisory leadership.
Preferred qualifications include a bachelor’s degree in Business, Communications, or related fields.
Essential duties involve leading and coaching staff, setting performance goals, implementing engagement campaigns, analyzing customer feedback, and ensuring effective issue resolution.
They collaborate with other departments, support onboarding and training, and promote continuous learning.
Additionally, they handle escalated issues, ensure compliance with policies, and demonstrate courteous behavior to foster positive community relationships.