Customer Experience Supervisor

Cochlear•Lone Tree, CO

1d•$75,000 - $80,000•Hybrid

About The Position

In order to help Cochlear provide an exceptional experience for our cochlear implant recipients and clinics, we are recruiting for a Customer Experience Supervisor to join our Order and Insurance team in our Americas head office based in Lone Tree, Colorado. To be successful in this role you will be able to motivate and coach a team of customer experience representatives to directly impact the customer experience for thousands of cochlear implant recipients across North America. You will coach, teach, mentor and professionally develop a team of 15+ personnel as they provide high quality customer interactions through voice, chat, email, web, SMS and social media channels. You will work collaboratively with Cochlear's sales force, marketing, supply chain, clinical, regulatory and cross-functional business partners in an effort to provide our customers with elite end-to-end service experience. The level of service provided by the Cochlear Customer Experience Organization is the reason candidates choose Cochlear Americas. In this role you will have the opportunity to make a significant contribution to Cochlear's successful history of innovation by applying your knowledge of customer service, contact center management, employee development, business KPI analytics and leading by example. You will know you have been successful in this role when your team and the Customer Experience Organization have exceeded Cochlear's customer experience goals and provided the highest standard of service in regards to ethics and professionalism.

Requirements

Bachelor's Degree or Equivalent Work Experience
2‐4 Years of Experience
1‐2+ years of leadership and/or coaching experience
Experience leading a team with specific metric performance goals

Responsibilities

Coach employees concerning their performance and creating a positive customer experience
Recognize, develop and motivate standard behaviors and best practices leading to identified key behaviors which have the greatest impact on the quality of the call
Manage call escalations to resolve difficult customer situations
Partner with peers and the training department to develop training and mentoring programs to encourage quality customer interactions
Anticipate changes and develop change management plans to mitigate concerns and encourage positive change adoption
Act as a liaison with other departments and company representatives to push forward company initiatives