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Senior Executive

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EXL

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    People, HR & Administration

AI generated summary

  • You should possess strong leadership skills, strategic thinking, and extensive experience in executing business initiatives. Adaptability and excellent communication are essential for success.
  • You will coach teams, monitor performance, analyze customer feedback, track metrics, collaborate across departments, and drive continuous improvement in service quality.

Requirements

  • There is no job requirements section provided in the posting. The information presented focuses solely on key responsibilities.

Responsibilities

  • Coaching and Training: Deliver regular coaching sessions to customer service teams to enhance their communication skills and service delivery.
  • Performance Monitoring: Assess team performance through call listening, evaluations, and feedback to ensure high-quality customer interactions.
  • Customer Feedback Analysis: Analyze customer feedback, surveys, and data to identify areas for improvement in service and customer satisfaction.
  • Metrics Tracking: Monitor key customer experience metrics such as NPS, CSAT, and FCR, and report progress to leadership.
  • Collaboration: Work closely with other departments (Marketing, Sales, Product) to align customer-facing efforts with company goals.
  • Problem-Solving and Continuous Improvement: Identify recurring issues in customer interactions and provide actionable coaching strategies to resolve them.

FAQs

What are the primary responsibilities of a Senior Executive in this role?

The primary responsibilities include delivering coaching sessions to customer service teams, monitoring team performance, analyzing customer feedback, tracking key customer experience metrics, collaborating with other departments, and identifying areas for continuous improvement.

What kind of metrics will I be tracking in this role?

You will be monitoring key customer experience metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and First Contact Resolution (FCR).

How often will coaching sessions be conducted?

Coaching sessions will be conducted regularly to ensure ongoing development of communication skills and service delivery within customer service teams.

Will I be collaborating with other departments?

Yes, you will work closely with other departments such as Marketing, Sales, and Product to align customer-facing efforts with company goals.

What tools or methods are used to assess team performance?

Team performance will be assessed through call listening, evaluations, and feedback to ensure high-quality customer interactions.

How is customer feedback utilized in this position?

Customer feedback is analyzed to identify areas for improvement in service and customer satisfaction.

What experience is required for this role?

A background in coaching and training, performance monitoring, customer service, and metrics analysis is typically required, along with strong problem-solving skills.

Is there an expectation for continuous improvement in this role?

Yes, identifying recurring issues in customer interactions and providing actionable coaching strategies for improvement is a key part of the job.

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Consulting
Industry
10,001+
Employees
1999
Founded Year

Mission & Purpose

EXL Service, a leading business process solutions company, operates on a global scale, providing transformative outsourcing and technology services. The company's mission revolves around enhancing its clients' operational efficiency, reducing costs, and driving business growth through innovative solutions. EXL aims to be a strategic partner for its clients, offering expertise in areas such as finance and accounting, healthcare, insurance, and more. The purpose of EXL is to leverage advanced analytics, automation, and digital technology to empower businesses and help them navigate complex challenges. The firm is committed to delivering value and sustainable outcomes for its clients by combining domain knowledge with cutting-edge technology and data-driven insights.

Culture & Values

  • Collaboration

    Collaborate across boundaries, Take a lead in building partnerships, Grab the first opportunity to offer assistance, Celebrate others' success, Leverage the strength of diversity of EXL

  • Innovation

    Develop a deep insight into the clients' business Identify opportunities to find a better way, Positively challenge the status quo, Turn opportunities into real action, Encourage openness and dialogue

  • Excellence

    Deliver in all circumstances, Demonstrate high accountability, Practice excellence and deliver quality, Anticipate challenges and opportunities, Manage effective communication

  • Integrity

    Live the organization values, Maintain the highest ethical standards, Abide by rules, regulations and polices, Demonstrate honesty and consistency, Preserve confidentially of information

  • Respect

    Encourage and accept feedback, Embrace and respect diversity, Treat others with dignity, Deal in a fair, open and honest manner with others, Demonstrate respect for other organizations