Customer Experience Team Lead
Customer Experience Team Lead
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Job Description
The Customer Experience Team Lead is responsible for overseeing a team of front-line call center agents ensuring high levels of customer service productivity and adherence to company standards. This position plays a critical role in maintaining service quality coaching team members managing daily operations and acting as a liaison between agents and management.
YOUR ROLE AT SIXT
- You supervise coach and motivate a team of contact center agents handling customer contacts
- You are aware of team performance and KPIs (e.g. call handling time first call resolution Quality Score and feedback customer satisfaction) for development and support
- You provide real-time assistance to agents on escalated calls or challenging situations
- You conduct regular one-on-ones performance reviews and team meetings
- You ensure agents adhere to scripts protocols and compliance requirements
- You identify training needs and coordinate additional coaching or development
- You support the implementation of new processes systems and initiatives
YOUR SKILLS MATTER
- EducationYou have an Associates degree or 3-5 years of experience dealing with high visibility customer issues required
- Conflict Resolution Resolve complex and high-impact customer issues with professionalism and efficiency
- Team Collaboration You collaborate cross-functionally with global internal teams and stakeholders to drive issue resolution and continuous improvement
- Communication Effectively communicate with all levels of leadership including executives and ownership
- Decision Making You utilize advanced decision-making skills to assess situations and determine appropriate actions
- Time Management You manage multiple priorities through strong organizational and time-management capabilities
WHAT WE OFFER
- Comprehensive Health & Insurance Access healthcare coverage (medical dental vision) life insurance critical illness hospital indemnity pet insurance and a 401k retirement plan
- Paid Time Off & Sick Leave Benefit from PTO sick leave and a healthy work-life balance
- Exclusive Employee Rentals Benefit from employee-only rental rates with family rental options and exclusive discounts for employees
- Additional Perks Experience the advantages of working in a cutting-edge office in Downtown Tulsa free parking and ample opportunities for professional advancement
Additional Information :
About us:
We are a globally leading mobility service provider with a revenue of 4.00 billion and around 9000 employees worldwide. Our mobility platform ONE combines our products SIXT rent (car rental) SIXT share (car sharing) SIXT ride (taxi ride and chauffeur services) and SIXT (car subscription) giving our customers access to our fleet of 350000 vehicles the services of 4000 cooperation partners and around 5 million drivers worldwide. Together with our franchise partners we are present in more than 110 countries at 2000 rental stations. At SIXT top-tier customer experience and outstanding customer service are our highest priorities. We believe in true entrepreneurship and long-term stability and align our corporate strategy with foresight. Get started with us and apply now!
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
