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Lead Assistant Manager-Voice-Customer Service
1 month ago
Trending
Job Info- Job Identification: 2878
- Posting Date: 03/24/2025, 06:29 AM
- Job Role: Voice-Customer Service
- Experience (In Years): 3-6
We are seeking a passionate and driven Lead Assistant Manager in Customer Experience to join our dynamic team in Cape Town. In this role, you will play a critical part in leading and supporting a team of coaches, with the focus on enhancing the soft skills of our customer service team. Your mission will be to drive improvements in customer satisfaction (CSAT) and Net Promoter Scores (NPS) by empowering agents with the skills needed to deliver outstanding service and create positive customer experiences.
ResponsibilitiesWhat You'll Be Doing:
- Leading and Mentoring: Oversee and support a team of coaches, driving initiatives that focus on enhancing communication, empathy, active listening, and problem-solving skills.
- Training Program Design & Implementation: Design and execute training programs aimed at improving the key soft skills of our customer service agents, aligned with the company's customer experience goals.
- Monitoring & Measuring Impact: Track key performance metrics, such as CSAT and NPS, to measure the success of coaching and training programs. Adjust strategies to ensure continuous improvement in customer satisfaction.
- Collaboration with Leadership: Work closely with senior leadership to ensure that the training initiatives align with broader customer experience objectives and business goals.
- Performance Tracking & Feedback: Continuously monitor the performance of the training team, providing feedback and support to ensure high service standards are consistently met and exceeded.
- Fostering a Customer-First Culture: Inspire and support a culture of customer excellence within the team, ensuring every coach and agent understands the importance of delivering exceptional service.
What We're Looking For:
- 2-3 Years of Experience in a Similar Role: Proven leadership experience in a contact center or customer service environment, with a focus on coaching, training, and developing teams.
- Soft Skills Expertise: Demonstrated success in training and coaching on critical soft skills, especially in areas such as communication, empathy, active listening, and problem-solving.
- Data-Driven Mindset: Strong analytical skills to evaluate training effectiveness and adjust strategies based on performance metrics, particularly CSAT and NPS scores.
- Coaching & Development Passion: A genuine passion for people development and for creating a customer-first culture that prioritizes service excellence.
- Results-Oriented Leadership: Ability to lead by example, motivate your team, and drive continuous improvements in customer service delivery.
- Strong Communication Skills: Excellent interpersonal and communication skills, with the ability to inspire, mentor, and provide constructive feedback.
EXL (Nasdaq: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world's leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 55,000 employees spanning six continents. For more information, visit www.exlservice.com.
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