Team Lead - Customer Xperience

Team Lead - Customer Experience

Location: Kharian, Punjab

Department: Customer Experience

Reporting To: Assistant Manager - Customer Experience

Company: ACE Money Transfer

Employment Type: Full-Time

Work Mode: On-Site (Monday to Friday)

Job Summary:

The Team Lead - Customer Experience plays a pivotal role in enhancing ACE Money Transfer's customer engagement across all touchpoints. The position focuses on complaint management, real-time issue resolution, and social reputation management. The role also involves training and development of customer service teams, ensuring strong adherence to KPIs and process excellence.

The ideal candidate must possess strong analytical skills and a proven track record in process transformation and workflow optimization.

Key Responsibilities:

Complaint Resolution & Escalation Management:

• Own the end-to-end lifecycle of critical customer complaints - especially those tied to service failures, compliance risks, or reputational impact
• Identify recurring complaint themes and collaborate with product, IT, and operations teams to resolve underlying issues
• Maintain and update a complaints dashboard highlighting trends, resolution time, and escalation rate
  
  

Team Leadership & Coaching:

• Supervise a team of frontline agents managing omnichannel support (voice, email, chat, social)
• Mentor agents on effective customer communication, especially when dealing with complaints and public interactions
• Conduct regular coaching sessions and provide performance feedback
• Support new agent onboarding and contribute to ongoing skill development initiatives
  
  

Training & Development:

• Identify skill and knowledge gaps within the team
• Work with Training and Quality Assurance (QA) teams to design and deliver refresher sessions, particularly around complaint handling, tone management, and brand-safe responses
• Act as a subject matter expert (SME) in social response strategy and complaint de-escalation
  
  

Operational Oversight & Workflow Optimization:

• Review daily ticket queues to ensure prioritization of high-impact cases
• Streamline workflows to reduce resolution time and increase first contact resolution (FCR)
• Collaborate with Workforce Planning to ensure appropriate staffing during peak hours and across social platforms
  
  

Reporting & KPI Tracking:

• Track and analyse KPIs such as CSAT, AHT, FCR, NPS, SLA compliance, and escalation rates
• Development of reporting by in coorporating Business Intelligence
• Provide weekly and monthly performance reports with actionable insights
• Share social sentiment and complaint trends with leadership to drive business improvement
• Create feedback loop with Product & Marketing to give them key insights of the customer pain points
  
  

Complaint Management:

• Ensure all complaints are handled as per the procedure laid out on complaint management
• Oversee and ensure timely, professional, and brand-aligned resolution of issues raised in public forums
• Escalate complex or sensitive complaints appropriately and ensure root cause analysis and closure
• Coordinate with Marketing and Compliance to align tone and language with brand and regulatory requirements
  
  

Process Transformation & Analytics:

• Analyze existing CX processes to identify inefficiencies, bottlenecks, and improvement opportunities
• Design and implement process enhancements, best practices, and innovative solutions to optimize team performance and operational efficiency
• Collaborate with the Assistant Manager to deploy new strategies, tools, and technologies that elevate overall CX operations and customer satisfaction
  
  

Qualifications:

• Bachelor’s degree in business administration, Marketing, or a related field
• 3-5 years of experience in customer service leadership roles
• Strong knowledge of CRM systems, complaint management, and analytics tools
• Excellent communication and coaching skills
• Demonstrated experience in process transformation and performance optimization
  
  

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