Customer Experience Team Lead

we looking for an outstanding Team Lead who will join us and be part of the Customer Experience management team.

In the role, you will responsible for:

Manage a team of 15 representatives and 4 seniors that provides service by phone to drivers and customers, 24/7.
Make provision for a change of mode of operation when the existing one isnt producing maximum results.
Give detailed statistical feedback on performance, staff evaluation and reward purposes.
Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards.
Build and present insights and recommendations based on data and metrics.
Serve as the middleman between the organization and the customer service team members, to ensure smooth communication and settling of grievances that may arise in the course of work.
Be an expert in organizational systems and have a high technical orientation.