Supervisor, Customer Experience Center

Supervisor, Customer Experience Center

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.

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.

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

• Experience in insurance, financial services, or a regulated customer service environment.
• Familiarity with contact center performance metrics, quality monitoring, and service level management.
• Experience with CRM platforms, contact center systems, or workforce management tools.
• Prior experience supporting new associate onboarding or training.