A global travel insurance company is looking for a Customer Experience Team Lead to join its fast-growing team in Richmond, Virginia. This key employee will oversee the daily operations of the company's CX (Customer Experience Specliast) team, ensuring efficient and effective customer service via calls and various other digital interactions. This role involves managing a team of 10 + agents, monitoring performance metrics, and implementing strategies to improve customer satisfaction and operational efficiency.
DAY TO DAY
Recruit, train, and supervise the CX staff by conducting regular performance evaluations and providing coaching and feedback.
Oversee daily operations of the Richmond-based team, including shift scheduling, workflow management, etc.
Track and analyze the performance and growth of the CX employees.
Ensure a high level of customer satisfaction by assisting in escalated tickets
Work directly with the CX Director in Israel to ensure team growth and overall sucess
Salary rage is $65K-$70K depending on experience
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
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minimum of 5 years of experience in a call center environment
experience managing a team of 10+ employees
experience working in a start-up/fast-paced environment
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.