Customer Experience Supervisor

Há 6 dias

Rio Grande, Rio Grande do Sul, Brasil Zillow Tempo inteiro
About the Role

The Customer Experience Supervisor will play a pivotal role in supporting Zillow's new product launches and staying ahead of industry events to understand how these changes might impact our customers.

Key Responsibilities
  • Empower team of customer experience consultants in a technical and learning environment through consistent performance mentoring, career planning, and setting educational and performance objectives.
  • Provide direction, instructions, and mentorship to team members.
  • Manage flow of remote day-to-day operations.
  • Perform weekly quality monitors for team members.
  • Document and address all attendance or performance issues.
  • Serve as a point of contact for department technical and customer-related questions and issues.
  • Participate in the hiring process for all candidates for the department.
  • Participate in quality calibration and workforce management.
  • Improve productivity by highlighting areas of opportunity in agent performance, tools, training, process, and employee engagement.
  • Receive and resolve critical issues from customers.
  • Report and coach on operational KPIs.
  • Work with Customer Experience Manager and Director to roll out departmental team initiatives.
  • Demonstrate Zillow's Leadership principles by showing care, empowering, getting results, and engaging in effective clear communication.
Requirements

The ideal candidate will have:

  • Successful experience supervising a team.
  • Experience working in a fast-paced, challenging, and remote environment.
  • Background working with call center benchmarks and performance metrics preferred.
  • Associate's degrees or higher in Business discipline is preferred but not required.
  • Passion for customer satisfaction with the ability to measure and track.
  • Strong communication skills.
  • Strong leadership skills; ability to develop and cultivate collaboration.
  • Ability to tackle a problem by using a logical, systematic, sequential approach.
  • Encourages feedback and constantly strives for greatness and personal improvement.
  • Excellent organizational skills and ability to multitask and prioritize.
  • Ability to demonstrate support for organizational changes, being a cheerleader of change.
  • Strong technical literacy; Excel, troubleshooting bugs, and database experience.
About Zillow

Zillow is reimagining real estate to make home a reality for more and more people. As the most-visited real estate website in the United States, Zillow and its affiliates help movers find and win their home through digital solutions, first-class partners, and easier buying, selling, financing, and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move.

The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people. Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits.

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