Improvement & Impact Supervisor
The Customer Experience Improvement and Impact Supervisor is responsible for guiding Customer Experience Training and Quality Specialists to achieve their goals and monitoring training and QA program execution. The Customer Experience Improvement and Impact Supervisor acts as a liaison between specialists, supervisors and managers to communicate feedback and company insights, implement positive improvements and actively resolve conflict; setting team culture through example. The individual in this role is expected to embody the core Home Chef competencies.
Detailed Responsibilities
Performance appraisals, feedback, and coaching:
- Guide, lead, and manage a team of quality and training specialists.
- Invest time in providing professional development opportunities for direct reports.
- Document communications regarding attendance, behavior, and performance of specialists, providing feedback where necessary.
- Assist in design and communication of changes in internal policy and/or our service to the entire customer experience team.
- Conduct quarterly QA score analysis and calibration.
- Utilize metrics and data reporting to drive performance.
- Create and maintain a positive culture among our team.
- Hold Training and QA Specialists accountable to deadlines so that associates are provided with the resources they need to be successful and full team KPIs are always up to date.
Structural Maintenance and Improvements to Training and Quality Assurance Programs
- Plan Ad Hoc Meetings to address structural concerns and improvements.
- Use training and QA performance data to identify themes and execute new improvement initiatives as a result.
- Research training and quality assurance tools and best practices.
- Own value additive cross-functional projects and facilitate successful specialist-to-partner relationships.
- Directly address escalated customer tickets received from Team Leads.
Knowledge base Content Management:
- Manage quarterly review process to ensure our internal content and resources (template responses, ticket tags) and customer facing resources (FAQ’s, bot flows) are up to date and clearly understood.
- Manage ad-hoc updates to our internal and customer facing content for major changes to the Home Chef site or product. Communicate changes to resources to the team.
This position requires annual travel.
Qualifications
The requirements listed below are representative of the knowledge, skill, and/or ability needed for this role. Reasonable accommodations may be made to enable individuals with disabilities.
- Completion of a two-year program such as an Associate degree (required)
- Completion of a four-year degree program in a related field such as a Bachelor's degree (preferred)
- 1+ years experience as a lead or supervisor in a call center/training/quality assurance environment.
- Highly proficient in Zendesk or other CS Ticketing software
- Ability to lead by example and motivate a team
- Proven problem solving skills and positive attitude
- Proven to excel at research and ability to identify & quantify trends
- Basic google suite proficiency (sheets, slides, docs)
More About Us
Perks and benefits
- Candidates can experience Home Chef as a customer - enter promo code PEOPLE30 for $30 off your first order!
- Medical, dental, vision, life and disability insurance available
- Paid holidays, sick time and vacation time
- 401k program
- Flexible spending accounts for qualified medical, dependent care, parking, or transit expenses
How We Work Together
We are humble team players.
We are warm and gracious with team members and customers. We seek feedback to improve ourselves - and respectfully listen to and accept input.
We are pragmatic next-level thinkers.
We come up with novel and unique ideas. We explore new strategies to avoid being constrained by conventional thinking.
We take ownership.
We approach ambiguous problems, prepared to dive in, get curious, and learn more. We are results-driven, always challenging ourselves to exceed goals.
Be at Home at Home Chef
We all show up authentically at Home Chef. Our team includes individuals with a variety of identities, backgrounds, and perspectives. You can trust that you’ll be able to bring your whole self to an inclusive and enjoyable workplace.
We welcome people of all races, colors, religions, national origin or ancestry, sex (including sexual identity), age, physical or mental disabilities, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged/sealed convictions, or any other legally recognized protected basis under federal, state, or local law.
Home Chef is committed to the full inclusion of all qualified individuals. As part of this commitment, Home Chef will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, or to receive other benefits and privileges of employment, please contact our People team at hr@homechef.com.
Home Chef offers the base salary range as posted below, with the exact offer depending on factors such as geographic location, experience, skills, and internal equity. While compensation is within the provided range, it is not typical for offers to be made at the upper end. In addition to base salary, Home Chef provides a comprehensive benefits package, including healthcare coverage, 401k match, and paid time off.
Illinois Pay Range
$68,000 - $73,000 USD
To view the California Applicant Notice click here
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