Customer Experience Agent - Team Leader

Customer Experience Agent - Team Leader

The Customer Experience Team Leader is responsible for overseeing the daily operations of the customer experience team, ensuring high-quality service delivery and customer satisfaction. This role involves managing team performance, providing training and support, and implementing best practices to enhance service efficiency. The Team Leader will also handle escalated customer issues, analyze service metrics, and collaborate with other departments to improve overall customer experience. Strong leadership, communication, and problem-solving skills are essential for success in this position.

Duties and Responsibilities

• Prepare Weekly/Monthly Business Reviews
• Incident Management and Reporting
• Social Media Complaint Management (Optional)
• Planned Leave Requests
• Daily Reporting
• Team Members Development Plans
• Agent Salary Issues
• Cascade KPI Attainment
• Detractor Validation
• Performance Management
• Coaching on Invalid Cases Tracker Sheet
• Validate Raised Tickets on Jira
• Scheduling Breaks
• Outbound Calls
• Weekly Scheduling
• Monthly Reporting

Skills and Qualifications

• Leadership & Team Building: Inspire, guide, and foster a collaborative team environment.
• Communication: Strong verbal and written skills with team and stakeholders.
• Problem-Solving & Conflict Resolution: Identify issues, resolve conflicts, and implement effective solutions.
• Customer Service: Committed to delivering exceptional customer experiences.
• Analytical & Reporting: Skilled in data analysis, KPI tracking, and reporting tools.
• Time & Resource Management: Prioritize tasks, manage shifts, and allocate resources effectively.
• Coaching & Mentoring: Support employee growth through training and performance feedback.
• Project & Incident Management: Handle projects, incidents, escalations, and process improvements.
• Tools & Systems: Proficient in KPI monitoring, Jira, social media engagement, and incident management systems.
• Decision-Making: Approve leave, set goals, authorize actions, and drive continuous improvement.
• Adaptability: Flexible in responding to changing priorities and business needs.