Customer Engagement Supervisor

Be Customer Obsession Champions By

• Handles People Management.
• Handles Team’s workforce.
• Assist on Team’s inquiries/concerns.
• Expert handling of Customer communication across all contact center channels.
• Handles complex cases and upper management escalations (ExCom) and Supervisor Calls (Supp calls).
• Expert handling of case escalations and complaints up to resolution.
• Collect’s data and performs customer data analysis to recommend value – adding, differentiated solutions/services.
• Provides customer insights from customer data collection and performs analysis of solutions, gaps, customer research and of competitor’s products and offerings.
• Resolve’s incident and issue as it arises.
• Escalates issues/concerns to the appropriate unit/squad of the company.
• Prepares detailed assessment, Transaction Issue Cause Action Resolution needed (TICAR) endorsement and/or Facts of th...