Customer Experience Operations Supervisor

**Description**
**Position Summary**
The Customer Experience Operations Supervisor is responsible for the supervision of the Customer Experience teams and provides support for operational initiatives, which include identifying process improvement initiatives, analysis of call and escalation data, identification of workforce gaps and resolution, and presenting recommended action plans to the Sr. Operations Manager based upon research performed.
Additionally, the Customer Experience Operations Supervisor partners with the Customer Experience Specialists ensuring high levels of customer satisfaction and will assist escalated customer calls by providing guidance to the team member and/or assisting with the call to ensure best resolution for the Customer.
**Duties and Responsibilities**
Employee Onboarding / Employee Experience:
o Responsible for manager assigned communications and responses within Enboarder (Percepta’s automated communications tool), including, but not...