Supervisor, Customer Experience

Supervisor, Customer Experience

Fully Remote • Allied Benefit Systems

Overview

Salary Range $60,000.00 - $88,000.00 Salary Position Type Full Time Category Customer Service

Description

POSITION SUMMARY

The Supervisor, Customer Experience, oversees a team of Customer Experience Specialists (CES) to ensure exceptional service delivery, efficient operations, and continuous improvement. This position is responsible for coaching and mentoring staff, monitoring performance metrics, resolving escalated issues, and implementing service strategies that align with company goals, performance guarantees and key performance indicators. The supervisor acts as a liaison between frontline associates and Contact Center leadership, fostering a positive work environment and driving customer satisfaction through effective leadership and process optimization.

ESSENTIAL FUNCTIONS

• Lead daily, weekly, and monthly coaching sessions using data ‑ driven insights from dashboards, scorecards, and trend reports.
• Create individualized development plans to improve KPIs including CSAT, FCR, QA, productivity, and schedule adherence.
• Provide real ‑ time and post ‑ call feedback to reinforce best practices and close performance gaps.
• Present weekly performance insights and recommendations to management.
• Monitor live and recorded calls to ensure compliance with scripts, policies, and regulatory requirements.
• Document QA findings, address policy violations, and deliver targeted coaching.
• Partner with QA teams to calibrate scoring and maintain consistency across evaluators.
• Ensure agents follow required procedures, scripts, and compliance guidelines.
• Manage intraday staffing, queue performance, and service levels to maintain SLAs.
• Adjust break schedules, reassign tasks, and coordinate with Workforce Management during volume spikes.
• Monitor schedule adherence and take corrective action when needed.
• Approve time ‑ off requests, schedule changes, and overtime.
• Coordinate with WFM on forecasting and long ‑ term staffing needs.
• Serve as the primary escalation point for complex or unresolved customer issues, including taking inbound calls when elevated support is required.
• Resolve escalated problems quickly while balancing customer satisfaction, policy compliance, and business impact.
• Collaborate with cross ‑ functional teams to address systemic or recurring issues.
• Communicate changes to policies, promotions, systems, and KPIs clearly and consistently.
• Facilitate monthly, quarterly, and annual compliance training sessions and monitor completion rates to ensure 100% adherence.
• Track and report on training completion, overdue items, and compliance risks.
• Partner with L&D to facilitate training sessions and enhance learning materials.
• Participate in ongoing professional development to maintain subject ‑ matter expertise, leadership capability, and operational knowledge.
• Prepare daily, weekly, and monthly performance reports for leadership.
• Host monthly performance presentations to senior leadership, highlighting frontline trends, risks, and opportunities for improvement.
• Lead, coach, motivate and develop. Responsible for one-on-one meetings, performance appraisals, growth opportunities and attracting new talent.
• Clearly communicate expectations, provide employees with the training, resources, and information needed to succeed
• Actively engage, coach, counsel and provide timely, and constructive performance feedback
• Other duties as assigned

EDUCATION

• Bachelor's degree or equivalent work experience required

EXPERIENCE AND SKILLS

• At least 3 years' experience in a Health Insurance and Customer Service call center environment required.
• Must possess demonstrated supervisor potential (i.e. previous team lead role, project leader, etc,) is required.
• Must be proficient in Microsoft Word and Excel programs and have the ability to easily learn other data systems.
• Ability to read, analyze and interpret general plan benefits and guidelines.
• Ability to write reports, business correspondence, and procedures.
• Ability to effectively respond to questions from management, co-workers, members, providers, and clients.

POSITION COMPETENCIES

• Accountability
• Coaching and Feedback
• Collaboration
• Customer Focus
• Decision Making
• Execution Management
• People Leadership

PHYSICAL DEMANDS

• This is an office environment requiring extended sitting and computer work

WORK ENVIRONMENT

• Remote

Here at Allied, we believe that great talent can thrive from anywhere. Our remote friendly culture offers flexibility and the comfort of working from home, while also ensuring you are set up for success. To support a smooth and efficient remote work experience, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 100Mbps download/25Mbps upload. Reliable internet service is essential for staying connected and productive.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Compensation is not limited to base salary. Allied values our Total Rewards, and offers a competitive Benefit Package including, but not limited to, Medical, Dental, Vision, Life and Disability Insurance, Generous Paid Time Off, Tuition Reimbursement, EAP, and a Technology Stipend.

Allied reserves the right to amend, change, alter, and revise, pay ranges and benefits offerings at any time. All applicants acknowledge that by applying to the position you understand that the specific pay range is contingent upon meeting the qualification and requirements of the role, and for the successful completion of the interview selection and process. It is at the Company's discretion to determine what pay is provided to a candidate within the range associated with the role.