Customer Experience Team Leader

UGI Corporation; Rocklin (CA); On-site; USD 65,000 - 79,000; Full time

Job summary

AmeriGas Propane, Inc. is seeking a Customer Experience Supervisor to lead a team of CX Advocates, coaching performance and ensuring an excellent customer journey from start to finish.

The role emphasizes achieving KPIs, timely feedback, onboarding new staff, handling escalations, and driving operational improvements in a fast-paced contact center. This position requires collaboration across functions, strong integrity, and a commitment to service quality, with occasional weekend hours as

Qualifications

• Bachelor's degree preferred or equivalent call center operations experience.
• 3–5 years Contact Center experience with leadership responsibilities.
• Experience analyzing performance data and driving improvements.

Responsibilities

• Responsible for the daily operation and performance of a CX team.
• Supervises, trains, and motivates staff; ensures goals and SLAs are met.
• Provides coaching, conducts 1:1s, and prepares performance evaluations.
• Delivers training and tracks KPIs, dashboards, and reports.
• Participates in recruitment, onboarding, and special projects.
• Engages staff to maintain a positive morale and productive environment.

Skills

Supervisory experience

Customer care leadership

Performance metrics

Education

Bachelor's degree or equivalent

Job description

AmeriGas Propane, Inc. is seeking a Customer Experience Supervisor to lead a team of CX Advocates, coaching performance and ensuring an excellent customer journey from start to finish.

The role emphasizes achieving KPIs, timely feedback, onboarding new staff, handling escalations, and driving operational improvements in a fast-paced contact center. This position requires collaboration across functions, strong integrity, and a commitment to service quality, with occasional weekend hours as