Customer Experience Team Leader

About the role

The Customer Experience Team Leader will oversee a 24/7 omni‑channel customer service operation across Voice, Email, Chat, Chatbot and Social platforms for the Americas region. The role focuses on driving performance, ensuring operational consistency, and continuously improving the customer experience while fostering strong internal and external partnerships.

Key responsibilities

• Lead and manage frontline representatives to ensure safe, efficient, and high‑quality service delivery.
• Monitor and achieve KPIs aligned with Service Level Agreements.
• Conduct regular one‑to‑ones, performance appraisals and career development plans for direct reports.
• Organise monthly team meetings and facilitate continuous improvement initiatives.
• Serve as the single point of accountability for projects, change requests and risk assessments.
• Maintain compliance with EMS/QMS procedures and company standards.
• Collaborate with other team leaders and business partners to meet overall operational objectives.
• Develop and nurture relationships with key collaborators, customers and external service providers.

Required profile

• Strong eye for detail and ability to translate operational data into actionable insights.
• Proven leadership experience in a high‑volume, multi‑channel contact centre.
• Excellent communication and stakeholder‑management skills.
• Commitment to fostering an open, growth‑mindset culture.
• Ability to manage deadlines and ensure high‑quality outputs.

Required skills

• Experience with EMS/QMS systems.