Customer Experience Team Lead

Samsonite Group APAC & Middle East; New York (NY); On-site; USD 65,000 - 95,000; Full time

Job summary

Samsonite Group APAC & Middle East is seeking a Call Center Supervisor to lead a team of agents, ensuring training and productivity while driving efficient day-to-day operations. You will implement improved processes and policies to promote a high-performance environment.

You will establish strong cross‑functional relationships, articulate clear strategies, and contribute to special projects. Prior management experience and strong analytics are essential.

Qualifications

• Bachelor’s degree preferred in a business-related discipline or equivalent related experience.
• Minimum of three years of experience in a call center or wholesale service department.
• Minimum of one year of experience in a management role.
• Ability to effectively manage and supervise employees.
• Desire to coach a team into consistent, high-performing results; including constructive feedback during employee development.
• Excellent written, verbal, and interpersonal communication skills.
• Strong analytical and problem-solving ability.

Responsibilities

• Establish and foster excellent working relationships with inter-dependent departments; identify and communicate operational issues and resolve problems.
• Make effective independent decisions representing day-to-day issues.
• Provide recommendations for procedural changes and improvements for the department.
• May participate in presentations for investors, rating agencies, and servicing platform visitors.
• Clearly communicates strategies to team members and stakeholders.
• Participate in special projects or perform duties in other areas as requested.
• Measure and document performance, track times and attendance.
• Maintain time and attendance compliance by updating electronic mediums.
• Provide monthly and annual reviews.
• Take and resolve escalated calls/complaints; handle incoming/outbound contacts as required.
• Determine the team’s daily activities and ensure associates are fully engaged.
• Perform duties of subordinates when needed.
• Respond to Corporate inquiries and create remediation plans when staff underperforms.
• Partner with Quality to provide feedback and coaching; contribute to new hire and ongoing associate training.
• Monitor reports to ensure department metrics are met; act as back-up for other Supervisors.

Skills

SAP

Salesforce

Gladly

WFM

WMS

CSAT

Excel

Education

Bachelor’s degree

Job description

Samsonite Group APAC & Middle East is seeking a Call Center Supervisor to lead a team of agents, ensuring training and productivity while driving efficient day-to-day operations. You will implement improved processes and policies to promote a high-performance environment.

You will establish strong cross‑functional relationships, articulate clear strategies, and contribute to special projects. Prior management experience and strong analytics are essential.