Full-Time Customer Experience Team Lead

The Customer Experience Team Lead is responsible for overseeing a team of front-line call center agents, ensuring high levels of customer service, productivity, and adherence to company standards. This position plays a critical role in maintaining service quality, coaching team members, managing daily operations, and acting as a liaison between agents and management.

YOUR ROLE AT SIXT

• You supervise, coach, and motivate a team of contact center agents handling customer contacts
• You are aware of team performance and KPIs (e.g., call handling time, first call resolution, Quality Score and feedback, customer satisfaction) for development and support
• You provide real-time assistance to agents on escalated calls or challenging situations
• You conduct regular one-on-ones, performance reviews, and team meetings
• You ensure agents adhere to scripts, protocols, and compliance requirements
• You identify training needs and coordinate additional coaching or development
• You support the implementation of new processes, systems, and initiatives

YOUR SKILLS MATTER

Education You have an Associate’s degree or 3-5 years of experience dealing with high visibility customer issues required

Conflict Resolution Resolve complex and high-impact customer issues with professionalism and efficiency

Team Collaboration You collaborate cross-functionally with global internal teams and stakeholders to drive issue resolution and continuous improvement

Communication Effectively communicate with all levels of leadership, including executives and ownership

Decision Making You utilize advanced decision-making skills to assess situations and determine appropriate actions

Time Management You manage multiple priorities through strong organizational and time-management capabilities

WHAT WE OFFER

• Comprehensive Health & Insurance Access healthcare coverage (medical, dental, vision), life insurance, critical illness, hospital indemnity, pet insurance, and a 401k retirement plan
• Paid Time Off & Sick Leave Benefit from PTO, sick leave, and a healthy work-life balance
• Exclusive Employee Rentals Benefit from employee-only rental rates, with family rental options and exclusive discounts for employees
• Additional Perks Experience the advantages of working in a cutting-edge office in Downtown Tulsa, free parking and ample opportunities for professional advancement

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