Team Lead, Client Experience Operations

Manage Client Experience Associates (CXA) in delivering amazing client experiences through performance management, coaching and development. This means that you live our do what’s right for each client value at your core and sweat the details when coaching your colleagues. Be accountable for a group of CXAs (10-15) performance and monitoring. This means achieving or exceeding team; output goals, quality of client interactions as measured by CSAT and AQS (internal QA score), and achieving ticket service level agreements (SLAs). Assist in employee development/coaching/mentoring and pivot employees across support channels (email, chat, phone) or interaction types to achievement of team goals. Deliver CXA performance evaluations, create and facilitate employee development plans, and complete delegated work assignments with high quality. Actively get your hands dirty and engage directly with clients. This would include managing client escalations by pulling in appropriate stakeholders to drive solutions for these challenging situations. Contribute to driving process and operational improvements within your domain.