Easter Seals Jobs

Job Description

A global travel insurance company is looking for a Customer Experience Team Lead to join its fast-growing team in Richmond, Virginia. This key employee will oversee the daily operations of the company's CX (Customer Experience Specliast) team, ensuring efficient and effective customer service via calls and various other digital interactions. This role involves managing a team of 10 + agents, monitoring performance metrics, and implementing strategies to improve customer satisfaction and operational efficiency.

DAY TO DAY

Recruit, train, and supervise the CX staff by conducting regular performance evaluations and providing coaching and feedback.

Oversee daily operations of the Richmond-based team, including shift scheduling, workflow management, etc.

Track and analyze the performance and growth of the CX employees.

Ensure a high level of customer satisfaction by assisting in escalated tickets

Work directly with the CX Director in Israel to ensure team growth and overall sucess

Salary rage is $65K-$70K depending on experience

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Skills and Requirements

minimum of 5 years of experience in a call center environment

experience managing a team of 10+ employees

experience working in a start-up/fast-paced environment Bachelor's Degree

Insurance Background null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.