AmeriGas
AmeriGas
is a Drug Free Workplace. Candidates must be able to pass a pre-employment drug screen and a criminal background check. AmeriGas is an Equal Opportunity Employer.
Customer Experience Supervisor
Location:
Conroe, TX, US, 77301
Workplace Environment:
Hybrid
Company:
AmeriGas Propane, Inc.
Requisition Number: 28361
Posting Job Summary:
The Customer Experience Supervisor (CX Supervisor) demonstrates effective business acumen and leadership skills to directly supervise an assigned team of CX Advocates. The CX Supervisor ensures his/her team of customer care professionals delivers an excellent quality experience for every step in the customer’s journey. The CX Supervisor effectively coaches and manages team performance to achieve established key performance measurements and best practices in customer care and efficiency. The CX Supervisor provides direct oversight, skill/performance development and management, responds to escalated customer complaints, and drives operational effectiveness.
Key Characteristics
Ability to lead and supervise teams to meet performance objectives/standards; operates with high integrity and creates a trusting, open relationship with staff
Highly collaborative; readily supports functions across the center and AmeriGas to achieve customer and operational excellence
Leads team members to consistently achieve performance excellence; demonstrates positivity and creates a "can do" culture
Duties and Responsibilities
Responsible and accountable for the daily operation and the performance of a team of service professionals to meet and/or exceed operational performance goals.
Supervises, trains, and motivates staff; ensures individual and team performance to goals, service level agreements and quality metrics, in compliance with client expectations; uses performance management process when necessary.
Monitors/observes service contacts and activities to provide timely coaching to staff to improve effectiveness and productivity; conducts regular 1:1 feedback as well as preparing annual performance evaluations.
Delivers/participates in product, process, and service training.
Tracks and reports metrics, KPIs, and data as required by leadership.
Participates in recruitment programs and interviewing/selection to hire high quality individuals as needed; effectively onboards new employees.
Contributes to special projects.
Proactively engages employees to build positive morale; fosters a fun and productive environment
Knowledge, Skills and Abilities
Demonstrated success in service/support operations and direct supervisory responsibilities
Working knowledge of contact center operations, key performance metrics, and expense management.
Demonstrates a high level of integrity and ethics; makes sound decisions in a dynamic and fast-paced business environment
Excellent verbal and written skills. Competency in effective business writing.
Ability to analyze statistical and performance data, develop management summary reports and proactively develop action plans.
Education and Experience Required
Bachelor's degree preferred or equivalent call center operations experience.
Three to five years Contact Center experience with demonstrated capability in leadership roles
Experience in analysis of performance/operational data.
Working conditions
Work occurs inside in a contact center/office environment.
Must be available to work varying schedules and hours including some weekends and holidays as workload dictates; potential for 24/7/365 day operations in future; available for on-call support as needed.
AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.
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is a Drug Free Workplace. Candidates must be able to pass a pre-employment drug screen and a criminal background check. AmeriGas is an Equal Opportunity Employer.
Customer Experience Supervisor
Location:
Conroe, TX, US, 77301
Workplace Environment:
Hybrid
Company:
AmeriGas Propane, Inc.
Requisition Number: 28361
Posting Job Summary:
The Customer Experience Supervisor (CX Supervisor) demonstrates effective business acumen and leadership skills to directly supervise an assigned team of CX Advocates. The CX Supervisor ensures his/her team of customer care professionals delivers an excellent quality experience for every step in the customer’s journey. The CX Supervisor effectively coaches and manages team performance to achieve established key performance measurements and best practices in customer care and efficiency. The CX Supervisor provides direct oversight, skill/performance development and management, responds to escalated customer complaints, and drives operational effectiveness.
Key Characteristics
Ability to lead and supervise teams to meet performance objectives/standards; operates with high integrity and creates a trusting, open relationship with staff
Highly collaborative; readily supports functions across the center and AmeriGas to achieve customer and operational excellence
Leads team members to consistently achieve performance excellence; demonstrates positivity and creates a "can do" culture
Duties and Responsibilities
Responsible and accountable for the daily operation and the performance of a team of service professionals to meet and/or exceed operational performance goals.
Supervises, trains, and motivates staff; ensures individual and team performance to goals, service level agreements and quality metrics, in compliance with client expectations; uses performance management process when necessary.
Monitors/observes service contacts and activities to provide timely coaching to staff to improve effectiveness and productivity; conducts regular 1:1 feedback as well as preparing annual performance evaluations.
Delivers/participates in product, process, and service training.
Tracks and reports metrics, KPIs, and data as required by leadership.
Participates in recruitment programs and interviewing/selection to hire high quality individuals as needed; effectively onboards new employees.
Contributes to special projects.
Proactively engages employees to build positive morale; fosters a fun and productive environment
Knowledge, Skills and Abilities
Demonstrated success in service/support operations and direct supervisory responsibilities
Working knowledge of contact center operations, key performance metrics, and expense management.
Demonstrates a high level of integrity and ethics; makes sound decisions in a dynamic and fast-paced business environment
Excellent verbal and written skills. Competency in effective business writing.
Ability to analyze statistical and performance data, develop management summary reports and proactively develop action plans.
Education and Experience Required
Bachelor's degree preferred or equivalent call center operations experience.
Three to five years Contact Center experience with demonstrated capability in leadership roles
Experience in analysis of performance/operational data.
Working conditions
Work occurs inside in a contact center/office environment.
Must be available to work varying schedules and hours including some weekends and holidays as workload dictates; potential for 24/7/365 day operations in future; available for on-call support as needed.
AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.
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