4698085-Assistant Manager

We are seeking a dynamic and experienced Team Leader to oversee and guide a team of chat agents providing exceptional support to customers. In this role, you will lead your team to deliver outstanding service, maintain compliance with internal and regulatory standards, and drive continuous improvement. The ideal candidate will possess strong leadership skills, a customer-centric approach, and the ability to inspire and motivate their team in a fast-paced environment. As a Team Leader, you will monitor performance, provide coaching and feedback, and ensure your team meets service and operational objectives. You'll foster a culture of empathy, adaptability, and excellence, enabling your team to handle complex customer interactions with confidence and professionalism. A critical part of the role involves acting as a coach and mentor to team members, enabling them to apply empathy and emotional intelligence when dealing with customers in challenging situations. You'll support your team in resolving complex complaints, promoting digital self-service options, and guiding customers toward external debt advice where necessary. Additionally, you will be responsible for identifying opportunities for continuous improvement, providing actionable insights to management, and contributing to operational efficiency through effective resource planning, KPI management, and process enhancementsEXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals.