Job Opening: CX Supervisor

Consumer Experience (CX) Supervisor

Jacksonville, FL | Full-Time | $28–29/hr | Temp-to-Hire (4–6 months)

We are seeking a motivated Consumer Experience (CX) Supervisor to lead a team of customer service professionals in a fast-paced contact center environment. This role is responsible for driving agent performance, productivity, quality, attendance, and compliance while fostering a positive and engaging workplace culture.

Key Responsibilities:

• Supervise, coach, and develop CX Agents to achieve performance and customer service goals.
• Conduct one-on-one coaching sessions, performance reviews, and corrective actions as needed.
• Provide real-time support and guidance for customer interactions and escalations.
• Monitor KPIs, productivity, quality, and schedule adherence.
• Ensure compliance with company policies, procedures, and service standards.
• Partner with Workforce Management to maintain staffing and coverage needs.
• Implement process improvements and reinforce operational updates.
• Promote a collaborative, accountable, and customer-focused team environment.

Qualifications:

• Prior leadership experience in a customer service or contact center setting.
• Strong coaching, communication, and employee development skills.
• Experience managing performance metrics, KPIs, and workforce scheduling.
• Advanced Microsoft Excel skills, including Pivot Tables and VLOOKUP.
• Ability to manage multiple priorities and resolve escalated issues effectively.
• High School Diploma required; Bachelor’s degree preferred.