Customer Experience Team Leader

Bonneville International

Hybrid
10+ years customer service experience
6-8 years people management experience
Omnichannel operations management
The Customer Experience Team Leader at Bonneville International will oversee frontline customer service representatives across various channels, focusing on performance management and continuous improvement. The ideal candidate should have extensive experience in customer service, particularly in managing omnichannel operations, and must possess strong leadership and analytical skills

Job Summary

  • The role requires leading a team to manage customer interactions across voice, email, chat, chatbot, and social channels in the Americas.
  • Candidates must demonstrate a keen eye for detail to drive continuous improvement using actionable insights from day-to-day operations.
  • The position involves building an open and empathic culture while maintaining strong relationships with internal and external business partners.

Matching Summary

Match Score: 85

The Customer Experience Team Leader at Bonneville International will oversee frontline customer service representatives across various channels, focusing on performance management and continuous improvement. The ideal candidate should have extensive experience in customer service, particularly in managing omnichannel operations, and must possess strong leadership and analytical skills.

Skills & Requirements

Must-have

  • 10+ years customer service experience
  • 6-8 years people management experience
  • Omnichannel operations management
  • Coaching high performing teams
  • Continuous improvement implementation

Nice-to-have

  • Agile methodology expertise
  • Digital fluency and automation
  • Genesys/Avaya telephony experience
  • Chatbot and social media operations
  • Strong analytical skills for KPIs

Key Requirements

  • Bachelor's degree from accredited institution
  • Minimum 10 years customer service industry experience
  • Minimum 6-8 years people management experience
  • Experience managing omnichannel operations

Work Rights

Not specified

Tailored Resume

Cover Letter