Pessoa Supervisora - CX Risk

As a CX Risk Supervisor at Wellhub, your primary responsibilities will include supervising the operations team, monitoring ticket queues, managing escalated priority tickets, implementing operational improvements, and leading training initiatives for your team. You'll also analyze potential fraud risks and devise preventive solutions, all while maintaining a focus on customer satisfaction and performance metrics.

To qualify for the CX Risk Supervisor position at Wellhub, candidates should have either completed or be in-progress with higher education and possess experience working in customer experience roles, either as an agent or in a leadership capacity. Knowledge of CX metrics and tools like Zendesk is essential, along with excellent leadership skills and a strong problem-solving mindset.

Wellhub is committed to the professional growth of its employees, including CX Risk Supervisors. This is achieved through comprehensive training initiatives, mentoring, and feedback mechanisms that foster development. We also prioritize a supportive culture that encourages personal growth aligned with organizational success.

A CX Risk Supervisor plays a crucial role in shaping the customer experience at Wellhub by leading the team with empathy and insight. By actively resolving customer issues and implementing effective fraud prevention methods, you ensure that our customers feel valued and protected, ultimately enhancing overall satisfaction.

CX Risk Supervisors at Wellhub can expect a comprehensive benefits package that includes health, dental, and life insurance, flexible working arrangements, paid time off, and access to wellness programs. Our goal is to create a supportive environment that prioritizes employee wellbeing while offering opportunities for career advancement.

To ensure my team meets customer satisfaction and performance goals, I focus on monitoring key metrics such as CSAT and FCR. Regular check-ins and coaching sessions help identify any areas for improvement. I also encourage open communication and feedback within the team to foster a supportive environment.

In my previous role, a customer faced an intricate issue involving multiple service failures. I took ownership of the case, coordinated with various departments, and kept the customer informed throughout the process. By empathizing with their frustration and delivering a satisfactory resolution, I turned a negative experience into a positive one.

I prioritize implementing robust monitoring systems to detect unusual behavior patterns. Additionally, I conduct regular training sessions for the team on best practices for identifying potential fraud. Collaborating with tech partners ensures we have efficient tools to mitigate risks effectively.

Fostering a culture of empathy starts with setting the right example. I encourage my team to actively listen to customers and to understand their perspectives. Regular team discussions about customer feedback can keep empathy at the forefront of our approach.

Key metrics for evaluating customer service success include CSAT (Customer Satisfaction Score), FCR (First Contact Resolution), and NPS (Net Promoter Score). I also consider the volume of escalated tickets and average handling time as indicators of overall performance.

I identified inefficiencies in our ticketing system that led to delays. By analyzing operational workflows, I collaborated with IT to enhance our Zendesk setup, resulting in reduced resolution times and improved customer satisfaction ratings.

When conflict arises within my team, I prioritize open dialogue. I facilitate discussions aimed at understanding each person's viewpoint and encourage collaboration towards finding a resolution. Establishing clear roles and responsibilities can also prevent future conflicts.

My passion for customer experience comes from the profound impact it has on a company’s reputation and success. I thrive on being able to help individuals and solve their problems, turning challenges into opportunities for growth.

I regularly follow industry publications, participate in webinars, and network with other professionals in the field. Staying connected with thought leaders allows me to gather insights and anticipate changes that might affect customer service practices.

Wellhub's commitment to employee wellbeing and the emphasis on a supportive, flexible work environment resonates deeply with me. I believe my experience and values align perfectly with the company’s mission to create a positive impact in every partnership and interaction.