Team Leader - Customer Experience

About the role

The Team Leader – Customer Experience will oversee real‑time operational performance across all contact‑centre channels, ensuring service levels, customer experience and business continuity objectives are met. This central coordination role drives proactive decision‑making, incident management and resource optimisation to maintain high‑quality service delivery.

Key responsibilities

• Monitor and manage real‑time operational performance across all customer contact channels.
• Drive adherence to Service Level Agreements, customer experience and productivity targets.
• Lead incident management, business continuity and service recovery activities.
• Coordinate with Operations, Workforce Management, IT, Digital, Product and Support teams to resolve critical issues.
• Provide timely communication and executive updates on performance, risks and escalations.
• Analyse trends, identify operational risks and recommend corrective actions.
• Manage command‑centre dashboards, reporting and performance analytics.
• Support major business events, product launches, migrations and crisis‑management plans.
• Ensure governance, process compliance and operational readiness across all service channels.
• Drive continuous‑improvement initiatives to enhance customer experience and efficiency.
• Act as the central escalation point for critical service disruptions and high‑priority customer issues.
• Partner with Workforce Management to optimise staffing, schedule adherence and intraday performance.
• Lead command‑centre activities during peak volumes, system outages and regulatory initiatives.
• Establish and maintain operational playbooks, escalation matrices and incident‑response procedures.
• Track, manage and report key operational, customer‑experience and business performance indicators to senior leadership.
• Facilitate daily operational reviews and command‑centre governance meetings with stakeholders.
• Provide root‑cause analysis and post‑incident reviews for major service‑impacting issues.

Required profile

• Proven experience overseeing real‑time operational performance in a contact‑centre environment.
• Strong ability to drive adherence to Service Level Agreements and productivity targets.
• Excellent incident‑management and business‑continuity skills.

Required skills