Customer Experience Team Lead

Morning is looking for a Customer Experience Team Lead, You will be responsible for leading and motivating the customer experience team to provide excellent and professional service to our customers.

The ideal candidate will have a passion for customer service and see people first. This role requires a strong focus on both individual and team needs, as well as alignment with the goals and strategy of the department and the company.

What You'll Do:

• Manage 10-15 representatives on a personal and professional level.
• Conduct daily/monthly data analysis and examine employees' work to comply with departmental KPIs.
• Lead team members to the goals, working independently and collaboratively.
• Provide regular feedback and build routines to maintain team members' professionalism.
• Ensure employee satisfaction by identifying and highlighting their uniqueness.
• Connect the team to the goals and strategy of the company.
• Build internal departmental work processes, taking initiative and a critical approach to existing processes for continuous improvement.
• Drive processes and build a data-based strategy in connection with a broad view of the company's goals.
• Examine improvement and build dashboards that support decisions and meeting goals.
• Work with different departments in the company in transversal projects.
  
  

• Minimum of 3 years proven experience as a manager of a customer service/experience team with a team size of at least 10 employees
• Strong analytical skills with the ability to analyze data and draw conclusions to meet departmental goals
• Experience in training teams.
• Excellent communication skills with the ability to convey messages clearly while adapting to different audiences
• Flexibility to adapt to changes quickly and make decisions on the fly
• Self-motivated and curious with the ability to examine things in-depth on one's own initiative
• Proficiency in Microsoft Office and Google applications, including Sheets and Docs
• High level of proficiency in English