Supervisor, Customer Loyalty

About the role

The Supervisor of Customer Loyalty leads a team of Loyalty Specialists to meet and exceed key performance indicators. This role focuses on coaching, development, and ensuring high engagement while handling escalations and process improvements.

Key responsibilities

• Lead the team to achieve KPIs such as save rate, cost of save, survival rate and other operational metrics.
• Provide weekly coaching, development feedback and motivation to all team members.
• Listen to and evaluate calls, identify improvement opportunities and give constructive feedback.
• Identify training needs, coordinate training delivery and maintain performance scorecards.
• Drive team culture, engagement and use reward‑recognition programs to boost performance.
• Act as escalation point for issues beyond standard agent processes and funnel process‑improvement ideas to the Performance Optimization Team.
• Participate in handling customer calls on the queue during set periods.

Required profile

• Degree/Diploma in a relevant field or equivalent professional certification.
• Minimum 5 years of experience in a customer‑facing role.
• Minimum 3 years in a leadership, coaching or staff‑development role.
• Strong understanding of coaching techniques, emotional intelligence and conflict resolution.
• Highly effective communication skills and a high‑energy, results‑driven attitude.