Customer Experience Team Lead

hace 12 horas

Guadalajara, Jalisco, México Sparrow Search A tiempo completo
About the Role

The Customer Experience Team Lead at Sparrow Search oversees the Customer Experience Representative (CER) team, assigning tasks, measuring performance, and devising initiatives to meet Key Performance Indicator (KPI) goals and ensure the highest level of customer satisfaction. In coordination with the Customer Experience Manager, the Team Lead designs and deploys training plans for the development of the CER team. The Team Lead supports automation and streamlining efforts to increase team efficiency.

Key Responsibilities
  • Assign tasks and monitor timely completion.
  • Calculate and update relevant KPIs.
  • Communicate KPIs to the team and devise initiatives to meet goals.
  • Handle Level 1 escalations for customer complaints and purchase orders.
  • Conduct bi-weekly one-on-one meetings with team members.
  • Conduct performance evaluations.
  • Design and deploy training plans for the CER team.
  • Liaise between the CE team and other departments.
  • Lead continuous improvement efforts in coordination with Sr. CERs and the CEM.
  • Oversee process documentation and adherence for the CER team.
  • Act as a customer advocate within the organization.
  • Maintain a professional image and positive attitude.
  • Perform other tasks as assigned and assist the team as needed.
Requirements
  • Passion for customer experience excellence.
  • Proven experience as a Customer Service Supervisor.
  • Ability to work under pressure.
  • Technical aptitude, attention to detail, and multitasking ability.
  • Basic knowledge of electrical power.
  • Strong problem-solving and analytical skills.
  • Positive attitude and high initiative.
  • Excellent verbal and written communication skills in English and Spanish.
  • Excellent organizational and time management skills.
  • High proficiency in computer skills (MS Outlook, MS Teams, MS Word).
  • Alignment with company goals and values.
Education and Experience
  • High school diploma or equivalent.
  • 5-10 years of customer service experience, including data entry and complex problem solving.
  • Advanced English level.

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