DCR Customer Experience Supervisor

**I. Job Summary**
Manages Customer Service Representatives and administrative activities of the assigned Customer Service function.
_Preference is to hire from internally within the current WM CE team_
**II. Essential Duties and Responsibilities**
+ Provides day-to-day management and support to customer service staff.
+ Oversees personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance. Provides input into termination, compensation, and promotion decisions.
+ Monitors and evaluates customer service performance. Identifies operational issues and process improvements, and implements strategies to improve performance.
+ Monitors call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal.
+ Evaluates customer feedback through various channels. Identifies process improvements and implements performance improvement mechanisms.