Customer Experience Team Leader

hace 1 día

Ciudad de México, Ciudad de México MaryRuth's A tiempo completo

The RoleThe Team Lead – Customer Experience is responsible for overseeing a team of customer experience agents, ensuring high-quality service, adherence to company policies, and continuous improvement in team performance. This role includes monitoring daily operations, coaching agents, and acting as a point of escalation for complex customer issues. The Team Lead is also responsible for tracking key performance metrics and driving initiatives to enhance customer satisfaction.To excel in this role, candidates should have a strong understanding of Microsoft and internet-based customer service software, possess excellent problem-solving abilities, and demonstrate leadership in managing and mentoring a team. The ideal candidate will be highly organized, proactive, and capable of making data-driven decisions to optimize team efficiency.This is a full-time (40 hours per week), hourly, non-exempt, remote position. Overtime, holidays, and weekends may be required based on business needs. The compensation for this role is MXN per hour.Responsibilities- Assign tasks and delegate responsibilities to team members based on workload and priority to ensure efficiency.- Oversee daily operations, monitor workflow, and address any bottlenecks to maintain productivity and service quality.- Manage a team of customer service representatives, ensuring adherence to company policies, procedures, and service standards.- Monitor and evaluate customer interactions (calls, emails, chats, SMS) to maintain quality and compliance with company guidelines.- Identify opportunities for process improvements and implement recommendations to enhance the customer service experience.- Lead and facilitate training programs during onboarding to ensure new hires understand and comply with MaryRuth's Standard Operating Procedures (SOPs).- Provide coaching, mentorship, and skills development for both new and existing team members.- Act as a point of contact for procedure-related questions and support decision-making in customer service matters.- Track and ensure completion of essential tasks, including appropriate handling of escalated cases and complaints.- Enforce adherence to operational procedures and verify the completion of required forms and reports.- Conduct regular performance evaluations and provide constructive feedback to team members.- Address employee concerns, mediate conflicts, and facilitate resolution in alignment with company policies.- Serve as the designated shift leader for handling Complaints, Adverse Events (AE), and Serious Adverse Events (SAE), ensuring proper procedures and documentation.- Analyze team performance metrics and provide progress updates to the Customer Experience leadership team and other relevant stakeholders.- Ensure the team meets KPIs and performance goals, implementing corrective actions when necessary and tracking progress.- Drive engagement, motivation, and team morale to foster a positive and high-performance work environment.- Identify skill gaps and work with HR or training departments to develop tailored training and development plans.- Other related duties as assigned (as dictated by the Chief People Officer and other appropriate staff).Some travel (

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