CX Lead

Overview

About Averda

Cx Lead

Team Support & Centre Operations

• Lead, supervise, and support a team of CX Agents
• Act as a role model by consistently demonstrating Averda’s core values
• Serve as the first point of contact for agent queries and internal stakeholders
• Handle first-level escalations and resolve issues effectively
• Monitor daily operations and proactively flag risks or delays
• Drive team performance through continuous coaching, feedback and accountability
• Support the Manager in maintaining high performance across quality, efficiency and reliability

Customer Communication & Service Excellence

• Ensure exceptional service across all customer touchpoints
• Support the team in meeting daily call and email SLA targets
• Ensure all complaints are properly logged, managed and resolved
• Maintain a zero-tolerance standard for poor customer handling

Customer Experience & Performance

• Drive improvements in customer experience and engagement
• Support delivery of key targets across NPS, Quality, Efficiency and Reliability
• Identify trends, share insights, and propose improvement initiatives
• Contribute at least one actionable improvement idea per quarter
• Develop and enhance SOPs to improve customer experience
• Deliver training to ensure performance consistency across the team

Back Office & Administration

• Ensure 100% accuracy in admin tasks impacting customer experience
• Deliver reports, dashboards and assigned tasks on time and with high accuracy
• Support additional operational responsibilities as required

Qualifications

• Bachelors or higher, preferably in Business Administration or Management
• Minimum 2 years of supervisory or team leadership experience in a related role
• Exposure to both B2B and B2C customer environments

Knowledge & Skills

• Strong understanding of customer service principles and best practices
• Excellent English communication skills (spoken and written)
• Hindi, Urdu, or Arabic is an advantage
• Experience in waste management, logistics, or service operations is an advantage
• Strong analytical skills with the ability to identify trends and recommend solutions
• Ability to translate data into actionable insights and improvements
• Highly organized with strong planning and multitasking abilities
• Quick learner with the ability to adapt in a fast-paced environment
• Proven ability to support and contribute to a high-performing team
• Experience in delivering training and coaching team members
• Experience with CRM and ERP systems; exposure to advanced technologies (e.g. AI) is an advantage

What Makes You A Great Fit

• You lead by example and naturally step up to support others
• You stay calm under pressure and handle escalations with confidence
• You balance people, performance, and customer needs effectively
• You’re proactive - you don’t wait for problems, you prevent them
• You’re data-driven but people-focused
• You’re truly customer-centric and not afraid to advocate for the customer
• You bring positive energy and help build a strong team culture
• You communicate clearly and confidently across teams, and can influence both internal and external stakeholders
• If you think you have what it takes to make the world a cleaner place, if you can see value where others see waste and if you aren’t afraid of a challenge, why not start your journey with us today.
• Averda welcomes candidates from all backgrounds, actively promotes diversity in the workforce, and is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives.