We are seeking a highly motivated and experienced Customer Experience Team Lead to manage a team of customer service representatives and ensure that our customers receive the highest quality service. As a CX Team Lead, you will be responsible for supervising and motivating your team, monitoring call center metrics, and ensuring that your team meets or exceeds performance targets.
Responsibilities:
- Manage a team of customer service representatives and provide coaching, training, and support to help them achieve their performance targets.
- Monitor and analyze call center metrics such as average handling time, first call resolution, and customer satisfaction to identify areas for improvement and implement strategies to improve performance.
- Ensure that the team adheres to company policies and procedures, maintaining a high level of customer service quality.
- Handle escalated customer inquiries and complaints in a timely and effective manner.
- Maintain accurate and up-to-date records of team performance, and report on key metrics to senior management.
- Collaborate with other departments to improve processes and workflows, ensuring that customer needs are being met.
Requirements:
- Minimum of 4 years of experience in a customer service environment, with at least 2 years of experience in a leadership role.
- Strong knowledge of call center metrics and best practices.
- Excellent communication and interpersonal skills, with the ability to motivate and inspire team members.
- Proven ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- Strong analytical and problem-solving skills, with the ability to identify trends and develop strategies to improve performance.
- Proficiency in MS Office and call center software.
- Ability to work flexible hours, including weekends and evenings.
Benefits:
- Competitive salary and performance bonuses
- Health and wellness benefits
- Opportunities for professional development and career advancement
- Supportive and collaborative work environment
If you are a results-driven leader with a passion for customer service, apply now to join our team as a CX Team Lead. We look forward to hearing from you!
