Customer Experience Team Lead
4 weeks ago
A global travel insurance company is seeking a seasoned Customer Experience Team Lead to oversee the daily operations of its CX team in Richmond, Virginia. This key role involves managing a team of 10+ agents, monitoring performance metrics, and implementing strategies to enhance customer satisfaction and operational efficiency.
Key Responsibilities:- Recruit, train, and supervise the CX staff by conducting regular performance evaluations and providing coaching and feedback.
- Oversee daily operations of the Richmond-based team, including shift scheduling, workflow management, and tracking performance metrics.
- Ensure a high level of customer satisfaction by assisting in escalated tickets and working directly with the CX Director in Israel.
- Monitor and analyze the performance and growth of the CX employees.
- Minimum of 5 years of experience in a call center environment.
- Experience managing a team of 10+ employees.
- Experience working in a start-up/fast-paced environment.
- Competitive salary range of $65K-$70K depending on experience.
- Medical, dental, and vision insurance.
- HSA, FSA, and DCFSA account options.
- 401k retirement account access with employer matching.
- Paid sick leave and/or other paid time off as provided by applicable law.
Insight Global is an equal opportunity/affirmative action employer committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/
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