Customer Experience Operations Supervisor

Customer Experience Operations Supervisor
MX-DF-Mexico DF
**Description**:
Summary
The Team Leader is responsible for the day-to-day leadership and performance of employees on the Digital Engagement (DE) program. The Team Leader directs, supervises, evaluates, and coaches their representatives while motivating and building strong relationships with the agents, their peers and Percepta/Client Management team. The Team Leader addresses questions regarding company policies, case handling, key performance indicators and general inquiries. Additionally, the Team Leader is responsible for timely response and resolution of customer escalations.
**Responsibilities**:
1. Operations
- Responsible for the operational success of the team and for driving a culture of customer care.
- Coach for professional development to drive performance and customer satisfaction
- Serve as a role model for excellent customer handling as prescribed by the Concern Resolution process.
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