Team Lead - Customer Xperience

Team Lead - Customer Experience

Job Summary:

Key Responsibilities:

Complaint Resolution & Escalation Management:

• Own the end-to-end lifecycle of critical customer complaints - especially those tied to service failures, compliance risks, or reputational impact.
• Identify recurring complaint themes and collaborate with product, IT, and operations teams to resolve underlying issues.
• Maintain and update a complaints dashboard highlighting trends, resolution time, and escalation rate.

Team Leadership & Coaching:

• Supervise a team of frontline agents managing omnichannel support (voice, email, chat, social).
• Mentor agents on effective customer communication, especially when dealing with complaints and public interactions.
• Conduct regular coaching sessions and provide performance feedback.
• Support new agent onboarding and contribute to ongoing skill development initiatives.

Training & Development:

• Identify skill and knowledge gaps within the team.
• Work with Training and Quality Assurance (QA) teams to design and deliver refresher sessions, particularly around complaint handling, tone management, and brand-safe responses.
• Act as a subject matter expert (SME) in social response strategy and complaint de-escalation.

Operational Oversight & Workflow Optimization:

• Review daily ticket queues to ensure prioritization of high-impact cases.
• Streamline workflows to reduce resolution time and increase first contact resolution (FCR).
• Collaborate with Workforce Planning to ensure appropriate staffing during peak hours and across social platforms.

Reporting & KPI Tracking:

• Track and analyse KPIs such as CSAT, AHT, FCR, NPS, SLA compliance, and escalation rates.
• Development of reporting by in coorporating Business Intelligence.
• Provide weekly and monthly performance reports with actionable insights.
• Share social sentiment and complaint trends with leadership to drive business improvement.
• Create feedback loop with Product & Marketing to give them key insights of the customer pain points.

Complaint Management:

• Ensure all complaints are handled as per the procedure laid out on complaint management.
• Oversee and ensure timely, professional, and brand-aligned resolution of issues raised in public forums.
• Escalate complex or sensitive complaints appropriately and ensure root cause analysis and closure.
• Coordinate with Marketing and Compliance to align tone and language with brand and regulatory requirements

Process Transformation & Analytics:

• Analyze existing CX processes to identify inefficiencies, bottlenecks, and improvement opportunities.
• Design and implement process enhancements, best practices, and innovative solutions to optimize team performance and operational efficiency.
• Collaborate with the Assistant Manager to deploy new strategies, tools, and technologies that elevate overall CX operations and customer satisfaction.

Qualifications: