Customer Experience Lead
Core
Lead, coach, and inspire a team of customer service consultants to deliver exceptional customer experiences and exceed performance targets in a fast-paced environment.
Role type
Senior Customer Experience Team Leader
Builds
Customer service operations and team capability
Domain
Customer Service / Contact Centre
Required skills
Team leadership, coaching and mentoring, performance management, data analysis, continuous improvement, change management, stakeholder engagement, strategic planning, conflict resolution
Preferred skills
Experience with outbound campaign management, building inclusive team cultures, driving operational excellence
Technologies
CRM systems, performance monitoring tools, data analytics platforms
Responsibilities
Inspire and mentor a team of consultants to achieve performance targets; Build team capability through coaching and training; Monitor performance, productivity, and quality measures; Support individual career growth through development plans; Drive continuous improvement and operational excellence
Seniority
Senior, hands-on IC
