Customer Experience Supervisor

• Oversee the day-to-day activities of the Customer Care unit to ensure the right customer-first approach to handling customer communications.
• Ensure team continuity and quality of service by providing effective coaching and constructive feedback on an individual and ongoing basis to maximize performance.
• Serve as a resource to the team when dealing with complex or difficult customer transactions, including the handling and resolution of verbal complaints, and provide direct customer service on elevated, sensitive, or complex customer service issues.
• Work in conjunction with other supervisors and line manager in the evaluation, development, and implementation of workflow efficiencies to ensure a world-class customer experience.
• Assist the Customer Experience Manager (CUEM) in developing standard and consistent operating procedures, goals, and objectives for the department, including call handling, monitoring, customer retention, and follow-up guidelines.
• Work with leaders across Customer Experience to identify opportunities to enhance the customer’s experience through process improvement activities.
• Develop KPIs and testing plans to measure the effectiveness of customer experience initiatives and optimize them over time.
• Supports the effective use of contact center technologies and dialing platforms to manage call flows, monitor performance, and ensure compliance with customer contact regulations.

• Provide on-going training, coaching and feedback to the department’s team members and suppliers to improve customer contact quality, processing accuracy and work efficiency as well as maximize performance and development of team members, enabling them to take an active role in improving their performance.
• Monitor and evaluate staff performance levels and workflow efficiencies to meet projected needs and ensure the highest level of customer satisfaction and team member productivity.
• Identify opportunities for team members to develop new skills and abilities required to increase their effectiveness and completes objective and relevant performance appraisals for direct reports in a timely manner.
• Serve as a resource to customer experience representatives dealing with more complex or difficult customer transactions.
• Provide direct customer service on elevated, sensitive, or complex, collection issues. Reports/refers the most complex and sensitive issues to the CUEM for resolution.
• Monitor the changing needs of the team and provide input and participate in the interview, selection and hiring process to ensure adequate staffing levels.

• Monitor service level from supplier’s inbound groups to ensure established metrics are followed consistently. Analyze call reporting statistics provided by calls monitored on a consistent basis.
• Monitor customer experience supplier’s performance, while assuring compliance and regulations are followed at all times.
• Manage various processing queues to ensure accounts are worked within service levels, such as Paid-in-Full, SCRA, Agency Invoices, Transfer of Equity and Balloon Refinance.
• Monitor and shift resources to ensure call volume meets service level goal.
• Oversee testing of technology releases and report findings to ensure successful product launches.
• Monitor customer service email and ensure customer issues are responded quickly and accurately.
• Track customer inquiries and partner with other stakeholders as needed to review trends.

• Work in conjunction with other functional areas in the evaluation, development, and implementation of workflow efficiencies to ensure a world-class customer experience.

• Four-Year College Degree (BA or BS) Business Administration, Finance or Accounting related areas

• 5-10 years of relevant / progressive work experience (in similar field and/or industry)

• Ability to build relationships with a broad audience both internal and external to TFS.
• Financial Services, banking, or automotive industry experience
• Strong oral and written communication skills in English and Spanish
• Manage projects successfully to meet deadlines, provide deliverables, and adhere to budgets.
• Work collaboratively with other team members.
• Strong organizational and stakeholder management skills.
• Experience supervising call center operations to manage high-volume customer interactions in a regulated environment, using various dialers, including skills configuration and call monitoring to ensure quality and performance.
• Strong verbal and written English and Spanish skills.
• Proficiency with Microsoft Office software: Excel, Word, PowerPoint, SharePoint

Toyota