Manager

The Customer Experience & Soft Skills Lead is responsible for elevating the quality of customer interactions across the Contact Center by strengthening soft skills, service mindset, communication effectiveness, and empathy‑driven behaviors. This role focuses on improving customer experience outcomes (CSAT, NPS, FCR) by embedding consistent service standards and partnering with delivery teams to drive sustainable behavioral change. The role acts as a bridge between Operations, Quality, and Training, ensuring that customer service expectations are translated into practical, coachable behaviors at the agent and team‑lead level.