Customer Experience Supervisor

Vector Security

Customer Experience Supervisor at Vector Security managing daily KPIs and team development in a virtual contact center. Overseeing customer interactions via phone, email, chat, and social media.

Posted 5/16/2026full-timeRemote • Pennsylvania • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Team Supervision
Day to day management of workflow to meet required KPIs and SLAs, ensuring staffing is appropriate and shifts are covered due to schedule or unscheduled absences
Monitor team members performance using multiple communication platforms
Managing time and attendance for the team
Manage department actual OT to within budgeted OT
Review process and procedure for efficiency and accuracy
Participate in recruiting, interviewing, hiring, and onboarding experience
Team Development
Conduct ongoing discussions with direct reports
Prepare and review performance goals and progress throughout the year, updating progress in UKG
Provide coaching, development, and corrective actions to team members
Prepare and deliver team member report cards and PIP’s when necessary
Follow up on Quality Assurance feedback and review with individual team members
Collaborate with supervisory team on areas of opportunity for future training
Recommend training
Provide team member annual evaluations
Customer Contact
Handling customer escalations via all channels as needed
Work with other departments on escalations by providing guidance and direction on the best solution
Escalate issues on as need basis to leadership related to cross department or interdepartmental communications for guidance on appropriate resolution
Handle incoming customer contacts through all channels as needed during high volume periods

Requirements

What you’ll need

High School Diploma or equivalent
Supervisory experience in a call center environment - Preferred
Able to communicate across multiple communication channels such as telephone, email, social media, online chat, and text
Excellent spelling and grammar
Able to make sound and accurate decisions independently while balancing the needs of the business with those of our customers
Highly proficient with Microsoft Office programs
Able to learn recruiting and onboarding software, D365
Possess knowledge of security system design and troubleshooting
Complete ADC certification within 90 days
Able to obtain and maintain state licenses and technical certification as needed to access customer accounts

Benefits

Comp & perks

Medical, dental, and vision coverage
HSA/FSA programs
Company paid life and AD&D insurance
Company paid short- and long-term disability
Voluntary benefit products
401k retirement savings plan after just 60 days
7 Company Holidays, plus 2 Floating holidays of your choice
Paid Time Off
Tuition reimbursement
Employee Assistance Program (EAP)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

supervisory experiencerecruitingonboardingperformance managementquality assurancesecurity system designtroubleshootingMicrosoft OfficeD365KPI management

Soft Skills

communicationdecision makingcoachingteam developmentcustomer serviceproblem solvingcollaborationtime managementorganizational skillsperformance evaluation

Certifications

High School DiplomaADC certificationstate licensestechnical certification