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Position Summary

The Customer Experience Center (CXC) Supervisor is a hands-on, front-line leadership role responsible for the day-to-day performance and development of a team of CXC Associates. This is a player/coach position — the Supervisor leads by example, actively participates alongside the team on the phones when volume spikes or service levels require it, and provides real-time coaching and guidance to drive consistent, high-quality service to Americo’s life insurance and annuity customers.

This role is ideal for someone who has earned the trust of a service team, understands what it takes to deliver great customer experiences firsthand, and is ready to step into a leadership role without stepping away from the work. The CXC Supervisor is the closest leadership presence to the associate team — visible, accessible, and engaged every day.

Key Responsibilities

Hands-On Service & Team Coverage

Actively handle inbound customer phone calls, emails, and service requests alongside the associate team during volume spikes, staffing gaps, or periods where service levels are at risk.
Serve as a working supervisor who maintains current product knowledge, system proficiency, and service skills to step in effectively at any time.
Monitor real-time queue activity and service level performance, adjusting team resources and jumping in personally to protect customer wait times and SLA commitments.
Model the service standards, professionalism, and customer-first behaviors expected of every CXC Associate.

Team Leadership & Associate Development

Lead, coach, and support a team of CXC Associates in meeting individual and team performance goals, quality standards, and service KPIs.
Conduct regular one-on-one feedback sessions, including recognition, coaching, and corrective action conversations.
Monitor daily associate performance across key metrics including quality, productivity, schedule adherence, and customer satisfaction.
Support the onboarding and early development of new associates, providing guidance and encouragement through the learning curve.
Foster a positive, accountable, and team-oriented environment where associates feel supported and motivated to perform.

Service Quality & Escalation Management

Review associate interactions for quality, accuracy, and compliance with company policies and regulatory requirements.
Serve as the first point of escalation for complex or sensitive customer inquiries that require supervisor involvement.
Identify trends in service quality or associate performance and flag observations and recommendations to CXC leadership.
Ensure team adherence to established workflows, service standards, and compliance requirements.
Maintain accurate interaction documentation and performance tracking to support reporting and accountability.

Coordination & Communication

Communicate team updates, process changes, and service reminders clearly and in a timely manner.
Partner with the CXC leadership on scheduling, staffing coverage, and workforce coordination needs.
Participate in team meetings, training sessions, and operational huddles as directed.
Relay associate feedback, service issues, and operational observations to the CXC leadership to inform planning and improvement efforts.
Represent Americo’s values and service standards in every interaction with associates, customers, and internal partners.

Qualifications

Required Qualifications

High school diploma or equivalent required; bachelor’s degree or some college preferred.
2+ years of customer service or contact center experience, with demonstrated strong performance as an individual contributor.
Prior experience in a team lead, senior associate, or informal leadership role is strongly preferred.
Genuine comfort with handling customer contacts personally, including during high-volume or high-pressure situations.
Strong verbal and written communication skills, with the ability to deliver clear feedback and coaching.
Ability to manage real-time floor activity while also keeping an eye on associate development and team culture.
Proficiency in Microsoft Office; comfort navigating contact center systems and multiple applications simultaneously.
Adaptability, reliability, and a team-first attitude.

Preferred Qualifications