Customer Experience (CX) Team Lead

As the Customer Experience (CX) Team Lead within our outsourcing team, you will play a crucial role in defining and enhancing the support experience for our clients. This position is designed for a results-driven leader passionate about driving excellence and implementing innovative customer service strategies.

Duties & Responsibilities

Key Responsibilities:

Leadership and Development: Lead a dynamic team, fostering a culture of continuous improvement, accountability, and high performance. Implement a coaching culture that supports professional growth and development.
Operational Excellence: Oversee daily operations, ensuring efficiency and effectiveness in meeting service level agreements (SLAs). Identify and mitigate operational risks.
Training and Empowerment: Develop comprehensive training programs to advance team skills and knowledge. Encourage empowerment and decision-making within the team.
Culture and Morale: Build a positive team environment that champions company values, encourages collaboration, and supports individual well-being.
Performance Management: Promote a culture of excellence through regular performance reviews, feedback, and recognition. Drive initiatives that enhance productivity and customer satisfaction.
Customer Escalations: Handle customer issues with empathy and professionalism, ensuring quick and effective resolutions.
Innovation and Improvement: Stay informed about industry trends to drive innovation within the team. Lead projects aimed at improving processes and enhancing the customer experience.
Data Analysis: Utilize customer data to identify trends, inform strategy, and improve service delivery.

Desired Experience & Qualification

Requirements:

Animal Lover: Must love animals.
Proven Leadership: Demonstrated ability to lead and develop high-performing teams. Experience in fostering a coaching culture and driving operational excellence.
Strong Interpersonal Skills: Ability to inspire, motivate, and communicate effectively with team members at all levels.
Problem-Solving: Exceptional problem-solving skills with the ability to navigate a fast-paced environment.
Collaboration: Strong collaborative skills, able to work effectively with cross-functional teams to achieve business goals.
Adaptability: Openness to embrace new challenges and a commitment to continuous learning and improvement.
Customer-Centric: A strong commitment to delivering outstanding customer service.

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