All Open Roles
Customer ExperienceAmman, JordanFull-Time
Team Lead — Customer Experience
Lead a pod of customer experience agents on a dedicated client account — coaching performance, managing quality, and owning the outcomes of your team.
About the Role
Team leads at Insaan Global are not just senior agents with an extra title. You own the day-to-day performance of your pod: quality scores, SLA adherence, agent development, and client satisfaction. You will work closely with the Operations Manager and have direct visibility into your team's NAS-AI performance data.
What You'll Do
- Lead, coach, and develop a team of 8–15 customer experience agents
- Monitor real-time performance dashboards and intervene proactively on quality or SLA risks
- Conduct regular 1:1s, team huddles, and formal performance reviews
- Escalate complex customer issues and ensure proper resolution and documentation
- Coordinate with QA analysts on scoring calibration and coaching plans
- Report weekly on team performance, key trends, and risk to the Operations Manager
What We're Looking For
- 2+ years in a customer experience role with at least 1 year in a leadership or senior capacity
- Strong coaching and communication skills — you build people up, not manage them down
- Data-literate: comfortable reading performance dashboards and acting on what you see
- Excellent English, professional and composed under pressure
- Demonstrated track record of meeting or exceeding team KPIs
Nice to Have
- Experience leading teams in a BPO or outsourcing environment
- Familiarity with workforce management and scheduling tools
Apply for this role
We review every application personally and respond within 5 business days.