CX Specialist Lead

Galls•Lexington, KY

1d•Onsite

About The Position

The CX Specialist Lead is responsible for providing day-to-day leadership, support, and coaching for the Specialist team while ensuring a high level of customer experience and operational excellence. This role serves as a key resource for frontline Specialists by managing workflow, addressing escalations, monitoring quality performance, and driving continuous improvement through coaching and development.

Requirements

High School Diploma or GED required.
Strong customer service and problem-solving skills.
Demonstrated leadership, coaching, and mentoring abilities.
Ability to manage multiple priorities in a fast-paced environment.
Excellent written and verbal communication skills.
Strong attention to detail and commitment to quality standards.

Nice To Haves

Associate's or Bachelor's degree preferred; equivalent experience may be considered.
Minimum of 3-5 years of leadership, supervisory, or team lead experience preferred.
Experience handling escalated customer issues and operational workflows preferred.

Responsibilities

Provide real-time support and guidance to Specialists throughout the day.
Serve as the point of contact for team questions, concerns, and operational needs.
Assist in maintaining team engagement and fostering a positive work environment.
Partner with leadership to communicate priorities, process updates, and business initiatives.
Conduct quality reviews to ensure adherence to company policies, procedures, and customer experience standards.
Identify performance trends and opportunities for improvement.
Deliver actionable feedback to Specialists through coaching sessions and development discussions.
Monitor and support achievement of individual and team performance goals.
Conduct regular side-by-side coaching sessions to enhance performance and skill development.
Assist with onboarding and training activities for new and existing team members.
Manage and monitor hold buckets
Handle complex customer situations and escalated cases requiring additional review.
Partner with leadership and cross-functional teams to resolve customer concerns effectively.