Customer Experience Team Leader - Operations & Coaching

UGI Corporation; Conroe (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

AmeriGas Propane, Inc. is seeking a Service Operations Supervisor to lead a team of service professionals in daily operations and performance management. You will coach staff, monitor metrics, and drive process improvements across the organization.

The role emphasizes strong leadership, data-driven decision making, and collaboration with peers to meet business goals while maintaining high service quality and safety standards.

Qualifications

• Demonstrated success in service/support operations and direct supervisory responsibilities; able to effectively manage performance.
• Working knowledge of contact center operations, key performance metrics, and expense management.
• Demonstrates a high level of integrity and ethics; makes sound decisions in a dynamic and fast-paced business environment
• Ability to take independent action with general managerial direction; meets deadlines.
• Excellent verbal and written skills. Competency in effective business writing.
• Ability to analyze statistical and performance data, develop management summary reports and proactively develop action plans.
• Ability to effectively manage personnel and uses appropriate feedback and performance correction techniques to develop personnel; administers performance management process correctly.

Responsibilities

• Oversee daily operation and performance of a team of service professionals to meet and/or exceed operational goals.
• Supervise, train, and motivate staff; ensure performance to goals, SLAs and quality metrics; use performance management when necessary.
• Provide timely coaching and conduct 1:1 feedback; prepare annual performance evaluations.
• Deliver or participate in product, process, and service training.
• Track and report metrics, KPIs, and data to leadership.
• Participate in recruitment and onboarding of new employees.
• Collaborate across the organization to implement programs and improve performance; contribute to special projects.
• Engage employees to build morale and a productive environment.

Skills

Service operations

Contact center metrics

Integrity & ethics

Independent action

Verbal & written skills

Data analysis

Performance management

Job description

AmeriGas Propane, Inc. is seeking a Service Operations Supervisor to lead a team of service professionals in daily operations and performance management. You will coach staff, monitor metrics, and drive process improvements across the organization.

The role emphasizes strong leadership, data-driven decision making, and collaboration with peers to meet business goals while maintaining high service quality and safety standards.