Overview:

Who We Are

SAG-AFTRA is the iconic American labor union that represents approximately 160,000 media professionals. SAG-AFTRA employees support our members and thrive on securing the strongest protections by negotiating the best wages, working conditions, health and pension benefits. We preserve and expand members’ work opportunities, vigorously enforce our contracts and protect our members against unauthorized use of their work.

Responsibilities:

What You’ll Do

The Customer Experience Supervisor provides leadership and guidance to the contact center and membership teams to ensure the delivery of a world-class customer experience. This role focuses on improving individual and team performance, resolving escalated issues, and ensuring staff have the knowledge and skills to effectively assist members. The Supervisor acts as a mentor and leader, fostering a high-performing team.

(This section provides a general summary of the most significant job duties performed. It does not explain in detail every single duty performed.)

ESSENTIAL DUTIES & RESPONSIBILITIES:

Assist Contact Center and Membership Representatives with escalated issues that require special handling, utilizing strong process knowledge and problem-solving skills.
Analyze trends, root cause analysis, and provide feedback to the organization regarding service opportunities, failures, or member concerns.
Maintain inter- and intra-departmental workflows via the knowledge base.
Maintain effective communications with internal and external contacts, keeping team members informed of cross-functional activities.
Stay current on customer service, technology, and training procedures and practices.
Perform other duties as assigned or as the situation dictates.

Qualifications:

What You’ll Need

We want to make sure you’re successful. To be considered, you must have:

(The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of this job with or without reasonable accommodation, using some other combination of skills and abilities.)

REQUIRED KNOWLEDGE, SKILLS & ABILITIES:

Expert interpersonal skills: high degree of patience and tact, and must be able to cultivate relationships with people from diverse backgrounds, both internally and externally.
Proficient in PC applications and Internet-based systems.
Strong communication skills in English, both oral and written; consultative skills to gain the respect and trust from staff and leadership alike in building impactful solutions.
Able to use sound judgment, discretion, and maintain confidentiality on compensation matters.
Able to organize, prioritize and coordinate multiple assignments and projects; able to thrive in a highly dynamic work environment; able to develop creative solutions.

COMPETENCIES:

Member Service
Communication
Dependability/Accountability
Leadership
Job Knowledge
Adaptability
Teamwork
Employee Development

MINIMUM QUALIFICATIONS

Education and/or Experience:

2 years of experience working in a contact center environment
Must have a passion for customer service and enjoy interacting with people.

PREFERRED BACKGROUND:

Bachelor’s Degree preferred, but not required.
Prior experience leading staff in a union environment is preferred.
Fluency in Spanish, both in verbal and written form, is a plus
Must be proficient in G-Suite and Microsoft Office; familiarity with SAG-AFTRA Oracle systems is a plus.
Entertainment industry experience preferred, but not required.

What You’ll Get

We are a great place to work because we offer:

The annual salary for this position is $60,753.00 along with excellent employee benefits and perks.
Colleagues that are passionate about what we do and how they contribute to our mission
Balance between work and home life responsibilities
Affordable and comprehensive medical and dental plans
Generous pension plan
Employee discounts and perks

Customer Experience Supervisor (Contact Center)

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