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 contactsYou are aware of team performance and KPIs (e.g., call handling time, first call resolution, Quality Score and feedback, customer satisfaction) for development and supportYou provide real-time assistance to agents on escalated calls or challenging situationsYou conduct regular one-on-ones, performance reviews, and team meetingsYou ensure agents adhere to scripts, protocols, and compliance requirementsYou identify training needs and coordinate additional coaching or developmentYou 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 efficiencyTeam Collaboration You collaborate cross-functionally with global internal teams and stakeholders to drive issue resolution and continuous improvementCommunication Effectively communicate with all levels of leadership, including executives and ownershipDecision Making You utilize advanced decision-making skills to assess situations and determine appropriate actionsTime 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    
