CX Team Lead: Elevate Customer Experience

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

Benefits offered by this job

401(k) retirement plan

Paid time off

Health benefits

Job summary

AmeriGas Propane, Inc. seeks a Customer Experience Supervisor to lead a team of CX Advocates, coach performance, and ensure an exceptional customer journey across all touchpoints.

You will monitor metrics and KPIs, conduct regular feedback and annual evaluations, deliver training on products and processes, recruit staff, and drive continuous improvement in a fast-paced contact center.

Qualifications

• Bachelor’s degree or equivalent call center operations experience.
• 3–5 years Contact Center experience with demonstrated leadership roles.
• Experience in analysis of performance/operational data.

Responsibilities

• Oversee daily operation and the performance of a team of service professionals to meet or exceed goals.
• Train, supervise, and motivate staff to meet goals, SLAs and quality metrics.
• Provide coaching and conduct annual performance evaluations.
• Deliver product, process, and service training.
• Track and report metrics, KPIs, and data.
• Participate in recruitment and onboarding of new staff.
• Contribute to special projects.
• Foster positive morale and a productive environment.

Skills

Team leadership

Customer service

Coaching

Performance management

Communication skills

Data analysis

Education

Bachelor's degree (or equivalent)

Job description

AmeriGas Propane, Inc. seeks a Customer Experience Supervisor to lead a team of CX Advocates, coach performance, and ensure an exceptional customer journey across all touchpoints.

You will monitor metrics and KPIs, conduct regular feedback and annual evaluations, deliver training on products and processes, recruit staff, and drive continuous improvement in a fast-paced contact center.