We\u2019re looking for a Customer Experience Team Lead to manage and mentor a team of agents in Israel as part of our global CX team.<\/p>\n
In this role, you\u2019ll oversee daily operations, ensure smooth shift coverage, and maintain high-quality customer interactions. You\u2019ll also play a critical role in coaching, mentoring, and developing agents, handling escalations, and ensuring we meet our KPIs.<\/p>\n
* Team Management: Lead, mentor, and support a team of 10-15 CX agents.
\n* Quality Assurance & Coaching: Conduct regular QA reviews and coaching sessions to improve agent performance.
\n* Shift & Volume Management: Oversee work schedules, optimize shift coverage, and ensure efficient handling of customer interactions.
\n* Escalation Handling: assist our Seniors and front line with escalations and manager calls.
\n* Performance Tracking: Monitor key metrics and team performance, ensuring we meet our KPI and drive efficiency.
\n* Professional Growth: Guide and develop agents, helping them advance their careers and enhance their expertise.<\/p>\n
* 2+ years of experience as a Team Lead in customer support.
\n* Native-level English speaker \/ English mother tongue level- must
\n* Experience with shift management, workforce optimization, and customer communication tools
\n* Strong coaching and problem-solving skills with a passion for team development.
\n* Data-driven mindset with experience tracking KPIs and using reports to improve performance.
\n* Ability to work in a fast-paced, data-driven environment while ensuring top-notch service.
\n* Excellent communication and coaching skills.
\n* Experience with our systems – Front \/ Talkdesk – advantage<\/p>\n
Tell them you heard about the position from Nefesh B'Nefesh.\r\n\r\nPlease do not repost.<\/pre>\n","protected":false},"author":39,"featured_media":100026152,"template":"","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_promoted":"","_job_location":"","_application":"https:\/\/www.withfaye.com\/careers\/Customer-Experience-Team-Lead-60.353\/","_company_name":"Faye","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[69],"job-categories":[87],"job-types":[2],"class_list":{"0":"post-100036606","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"has-post-thumbnail","5":"hentry","6":"job_listing_region-center","7":"job_listing_category-customer-service","8":"job_listing_type-full-time","10":"job-type-full-time"},"_links":{"self":[{"href":"https:\/\/www.nbn.org.il\/jobboard\/wp-json\/wp\/v2\/job-listings\/100036606","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.nbn.org.il\/jobboard\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/www.nbn.org.il\/jobboard\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/www.nbn.org.il\/jobboard\/wp-json\/wp\/v2\/users\/39"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.nbn.org.il\/jobboard\/wp-json\/wp\/v2\/media\/100026152"}],"wp:attachment":[{"href":"https:\/\/www.nbn.org.il\/jobboard\/wp-json\/wp\/v2\/media?parent=100036606"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/www.nbn.org.il\/jobboard\/wp-json\/wp\/v2\/job_listing_region?post=100036606"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/www.nbn.org.il\/jobboard\/wp-json\/wp\/v2\/job-categories?post=100036606"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/www.nbn.org.il\/jobboard\/wp-json\/wp\/v2\/job-types?post=100036606"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}