Customer Experience Supervisor
About WeLink
WeLink is a next-generation wireless internet service provider. We use the latest millimeter wave technology (including our own custom radios) and a proprietary and patent-pending approach to network deployment that allows us to deploy fiber-like networks faster and more cost-effectively than anyone else.
We were founded by experienced fixed-wireless veterans and have spent the past couple of years developing technology and refining our approach. At WeLink we place a strong emphasis on delivering quality service and maintaining an excellent customer experience.
If you want to give the world an alternative to the cable and telco duopoly that frustrates consumers and help pioneer a better wireless future for the world, join us. Job Summary:
The Call Center Customer Experience Supervisor will work closely with the Customer Experience Manager to oversee and support the daily operations of our technical support and customer care teams. This role is critical in ensuring a high level of customer satisfaction by providing leadership, coaching, and performance management to a team of dedicated representatives. The ideal candidate will have strong leadership skills, a passion for customer service, and the ability to foster a positive and productive work environment. Key Responsibilities: Supervise and provide guidance to technical support and customer care representatives. Monitor and evaluate team performance, ensuring that customer service standards are met or exceeded. Communicate updates, provide training, and address any issues or concerns. Conduct agent 1 on 1's, provide constructive feedback, and develop action plans for improvement. Collaborate with the Customer Experience Manager to identify areas for improvement in customer service processes. Implement strategies to enhance the overall customer experience, including reducing call handling times and increasing first-call resolution rates. Address escalated customer issues and complaints promptly and effectively. Deliver training programs to ensure team members have the necessary skills and knowledge to perform their roles effectively. Utilize data and analytics to identify trends, areas for improvement, and best practices. Qualifications: 2+ years experience in a contact center environment. 1+ year experience in a leadership/management role. 1+ year experience working with GSuite, Microsoft Excel, CRM software, preferably SalesForce. Must be dependability, adaptable, and have excellent time management skills. Offer effective Communication and critical thinking skills. Data Analysis and reporting (Ability to analyze contact center metrics), Technical Ability to troubleshoot (understanding of Networking systems). Deep Understanding of customer service principles and practices. Ability to handle escalated customer issues. Experience with training and development, able to deliver training programs for contact center agents. Benefits Medical (+ HSA company contribution) Dental Vision Long Term Disability Short Term Disability 401(k) with a company match PTO 10 Paid Holidays *We are an equal opportunity employer and value diversity in our workforce. We encourage applications from all qualified individuals, regardless of race, color, religion, sex, national origin, disability, age, or any other status protected by applicable law.
