Exl Service

Customer Service Team Lead, Contact Center

US-MO-Kansas City
ID
2017-4672
Type
Regular Full-Time
Job Code
DJOB

Overview

EXL (NASDAQ: EXLS) is a leading operations management and analytics company that designs and enables agile, customer-centric operating models to help clients improve their revenue growth and profitability. Our delivery model provides market-leading business outcomes using EXL’s proprietary Business EXLerator Framework™, cutting-edge analytics, digital transformation and domain expertise. At EXL, we look deeper to help companies improve global operations, enhance data-driven insights, increase customer satisfaction, and manage risk and compliance. EXL serves the insurance, healthcare, banking and financial services, utilities, travel, transportation and logistics industries. Headquartered in New York, New York, EXL has more than 26,000 professionals in locations throughout the United States, Europe, Asia (primarily India and Philippines), South America, Australia and South Africa. For more information, visit www.exlservice.com.

 

Responsibilities

Manage day-to-day operations of a Contact Center, including assisting with the active recruitment and hiring process for the call center team.

  • Develop and maintain an excellent service culture
  • Strong interpersonal, organizational, analytical and communication skills are required
  • Responsible for evaluating and managing CSR performance, including but not limited to monitoring and grading calls and providing coaching to CSR
  • Provide consistent and timely feedback to CSR regarding successes and developmental needs and implement correction action plans as appropriate (as applicable to role)
  • Share best practices within and across Service Provider site units as well as to Service Provider site management and client
  • Dependability
  • Sharp attention to detail and ability to perform with a high degree of accuracy
  • Ability to manage concurrent deadlines and multiple priorities
  • Flexible/open to change – ability to adapt positively to changing business needs
  • Must have strong decision making and analytical skills to process exceptions and recommend solutions
  • Ability to interpret data and analyze trends in volume/capacity/service levels
  • Responsible for managing to overall program metrics
  • Drive team accountability, motivate and manage team to meet and exceed service goals and increase productivity with the end result of delivering quality service efficiently
  • Proven service aptitude and customer service skills in handling customer concerns effectively and in a courteous manner
  • Act as point of contact for customer service team in handling escalated situations and providing feedback
  • Provides expertise, coaching and feedback to customer service associates on product, admin system and workflow systems
  • Remains current on changes/updates to ensure compliance with all required regulations/standards
  • Become a role model for their team – with an impeccable focus on the customer
  • Ability to motivate, support and energize team members (if applicable to role)
  • Work harmoniously with peers in a team environment to accomplish personal and professional goals
  • Enabling personnel responsible for timely backfilling of staff due to attrition
  • Ability to understand performance metrics as they pertain to client’s business
  • Implement activities that drive employee engagement ad support the desired company culture
  • Previous call center management experience a plus

Qualifications

  • High School Diploma
  • Some College, Degree Preferred
  • Prior Experience managing a Call Center/Contact Center

EEO Statement

EEO/Minorities/Females/Vets/Disabilities

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed