Team Leader – Customer Experience

About the role

The Team Leader will manage daily operations for e& CX Solutions, ensuring service excellence and meeting client expectations. This position requires strong leadership, communication, and problem‑solving abilities to drive customer satisfaction and operational efficiency.

Key responsibilities

• Lead and supervise a team of customer experience agents.
• Monitor performance metrics, ensuring KPIs and SLAs are consistently met.
• Provide coaching, training, and ongoing support to improve skills and productivity.
• Serve as the primary liaison between the client and internal stakeholders for operational updates.
• Handle escalations promptly, ensuring timely resolution and customer satisfaction.
• Prepare and present regular reports on team performance, challenges, and improvement plans.
• Collaborate with cross‑functional teams to implement process improvements and optimize workflows.

Required profile

• 1–2 years of experience in a supervisory or team‑leader role within customer service or CX solutions.
• Excellent command of English, both spoken and written.
• Strong leadership and people‑management capabilities.
• Analytical mindset with the ability to prepare performance reports.
• Problem‑solving orientation with attention to detail.
• Flexibility to adapt to dynamic client needs and operational changes.

Required skills

What we offer

• Opportunity to grow within e& CX Solutions.
• Exposure to diverse client operations.
• Supportive and collaborative work environment.