CX Team Lead - Customer Experience

UGI Corporation; Fredericksburg (CA); On-site; USD 70,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k)

Paid time off

Parental and military leave

Job summary

AmeriGas Propane, Inc. is seeking a Customer Experience Supervisor to lead a team of CX Advocates and drive excellent customer journeys. The role emphasizes coaching, performance management, and ensuring service levels align with client expectations.

The position requires prior contact center leadership, strong communication, and the ability to analyze performance data to drive improvements. This is a full-time on-site role with competitive benefits and potential bonus opportunities.

Qualifications

• Bachelor’s degree preferred or equivalent call center operations experience.
• Three to five years Contact Center experience with demonstrated capability in leadership roles
• Experience in analysis of performance/operational data.

Responsibilities

• Responsible and accountable for the daily operation and the performance of a team of service professionals to meet and/or exceed operational performance goals.
• Supervises, trains, and motivates staff; ensures individual and team performance to goals, service level agreements and quality metrics, in compliance with client expectations; uses performance management process when necessary.
• Monitors/observes service contacts and activities to provide timely coaching to staff to improve effectiveness and productivity; conducts regular 1:1 feedback as well as preparing annual performance evaluations.
• Delivers/participates in product, process, and service training.
• Tracks and reports metrics, KPIs, and data as required by leadership.
• Participates in recruitment programs and interviewing/selection to hire high quality individuals as needed; effectively onboards new employees.
• Contributes to special projects.
• Proactively engages employees to build positive morale; fosters a fun and productive environment

Skills

Leadership

Customer service

Data analysis

Communication

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 and drive excellent customer journeys. The role emphasizes coaching, performance management, and ensuring service levels align with client expectations.

The position requires prior contact center leadership, strong communication, and the ability to analyze performance data to drive improvements. This is a full-time on-site role with competitive benefits and potential bonus opportunities.