Customer Experience Team Leader

The Customer Experience Team Leader plays a pivotal role in guiding and motivating the customer experience team to deliver outstanding service that exceeds client expectations.

Requirements

• Supervise and lead a team of CX agents
• Coach and develop agents
• Handle senior-level escalations
• Monitor team-level performance metrics
• Escalate operational blockers
• Coordinate with cross-functional teams
• Conduct weekly QA reviews
• Ensure data and process compliance
• Support the onboarding of new hires
• Build and maintain team trackers
• Identify and report on pattern-based issues