Hybrid CX Team Lead – Coaching & Quality

Grainger; Tempe (AZ); Hybrid; USD 62,000 - 104,000; Full time

Job summary

Grainger is seeking a Supervisor of Customer Experience to lead a team of onsite and remote representatives across phone, email, and chat. You will drive service levels, coaching, and performance, ensuring consistent, high-quality customer interactions.

The role requires strong supervisory experience in call centers, a high school diploma (Bachelor's preferred), and 3+ years in customer service. You will participate in hiring, onboarding, and engagement initiatives while shaping daily operations

Qualifications

• High School Diploma or GED is required.
• Bachelor's Degree preferred.
• 3+ years of customer service experience.
• 2+ years of call center supervisory experience preferred.
• Knowledge of contact center operations and service levels.
• Experience coaching team members with metrics and feedback.
• Experience handling customer escalations with cross‑functional partners.
• Knowledge of employee engagement and change adoption in operations.

Responsibilities

• Supervise daily team operations to meet service levels.
• Coach team members through huddles and feedback.
• Monitor metrics to identify gaps and drive improvements.
• Review and score customer interactions for quality.
• Support escalations and coordinate with internal partners.
• Lead adoption of tools and processes within center practices.
• Support employee engagement and recognition programs.
• Participate in hiring, onboarding, and readiness activities.

Skills

Customer service

Call center supervision

Contact center operations

Performance coaching

Escalation management

Change management

Employee engagement

Education

High School Diploma/GED

Bachelor's Degree preferred

Job description

Grainger is seeking a Supervisor of Customer Experience to lead a team of onsite and remote representatives across phone, email, and chat. You will drive service levels, coaching, and performance, ensuring consistent, high-quality customer interactions.

The role requires strong supervisory experience in call centers, a high school diploma (Bachelor's preferred), and 3+ years in customer service. You will participate in hiring, onboarding, and engagement initiatives while shaping daily operations