Lead Assistant Manager Voice Customer Service at EXL South Africa

Job Description

• 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.

Responsibilities
What 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.

Qualifications
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.