Experienced Lead Customer Experience Supervisor – Teleperformance

As a seasoned leader in customer experience, you have the unique opportunity to join arenaflex, a pioneering force in shaping the future of customer service. arenaflex is a dynamic and innovative company that is redefining the way businesses interact with their customers. We are seeking an exceptional Lead Customer Experience Supervisor to spearhead our efforts in developing and implementing operational practices that foster positive employer-employee-client relationships and promote high levels of employee morale.

About arenaflex

arenaflex is a global leader in customer experience, providing innovative solutions to businesses across various industries. Our mission is to deliver exceptional customer experiences that drive loyalty, retention, and growth. With a strong focus on employee engagement and development, we strive to create a work environment that is inclusive, supportive, and empowering.

Responsibilities

As a Lead Customer Experience Supervisor at arenaflex, you will play a pivotal role in shaping the future of customer service. Your key responsibilities will include:

• Developing and implementing operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
• Managing compliance and reporting for all center operations, including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, and more.
• Overseeing day-to-day contact center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency, and service quality excellence.
• Promoting the highest standards of ethical and professional conduct through demonstrated individual performance.
• Thriving as a team player in a fast-paced, high-energy, change-oriented environment.
• Continuing liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT, and the Client.
• Performing other related duties and assignments as required.

Qualifications

To be successful in this role, you will need to possess the following qualifications:

• Bachelor's degree from an accredited college or university or equivalent work experience.
• Medical Coding Certification is an added advantage.
• Contact center leadership experience preferred.
• Currently a supervisor or above with excellent TOPS implementation skills.
• Experience managing programs with varying service objectives, agent skill requirements, and technical solutions.
• Strong verbal, listening, and written communications skills required.
• Excellent attendance history is required.
• Some travel may be required.
• Must have proficiency in Microsoft Office functions, including extended Outlook functions and complex Excel functions.

Essential Skills and Competencies

To excel in this role, you will need to possess the following essential skills and competencies:

• Strong leadership and communication skills.
• Ability to develop and implement operational practices that promote high levels of employee morale.
• Excellent problem-solving and analytical skills.
• Ability to manage multiple priorities and deadlines.
• Strong attention to detail and organizational skills.
• Ability to work effectively in a fast-paced, high-energy environment.
• Strong interpersonal and team-building skills.
• Ability to adapt to changing circumstances and priorities.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to the growth and development of our employees. As a Lead Customer Experience Supervisor, you will have access to a range of career growth opportunities, including:

• Professional development programs and training initiatives.
• Mentorship and coaching from experienced leaders.
• Opportunities for advancement and career progression.
• Access to industry-leading tools and technologies.
• Collaborative and supportive work environment.

Work Environment and Company Culture

arenaflex is a dynamic and innovative company that values diversity, inclusion, and employee engagement. Our work environment is collaborative, supportive, and empowering, with a strong focus on employee well-being and development. As a Lead Customer Experience Supervisor, you will be part of a team that is passionate about delivering exceptional customer experiences and driving business growth.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Paid Training.
• Competitive Wages.
• Full Benefits (Medical, Dental, Vision, 401k and more).
• Paid Time Off.
• Employee wellness and engagement program.

Conclusion

If you are a seasoned leader in customer experience with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Lead Customer Experience Supervisor at arenaflex, you will have the chance to shape the future of customer service and drive business growth. Join our team today and discover a career that is rewarding, challenging, and fulfilling.

How to Apply

To apply for this exciting opportunity, please submit your application through our website. We look forward to hearing from you! Apply Job! Apply for this job