EXL—Assistant Manager

Job description

Description: ROLES & RESPONSIBLITIES: - Manage the Calls ,Chats and Email operations with the desired efficiency and effectiveness - Ensure relevant processes are followed on the operational floor - Manage day-to-day planning, thus ensuring that the teams consistently deliver the agreed SLAs - Liaise with Business Planning & MI team where required for resource planning and optimum utilization; - Manage and optimize workflows (pipeline and individual work queues) - Participate in regular calls with the client to understand expectations, seek feedback to resolve escalations and improve process performance; - Identify, facilitate and implement process improvement initiatives to improve efficiency and Quality; - Execute any relevant business transformation activities within the team; - Coordinate with the Training manager and L&D team to conduct Training needs analysis and improve team competency and skills; - Report on team performance, customer/client feedback and all daily operational activities; - Liaise, coordinate and manage relationships with other departments and onshore teams; - Monitor and manage leaves, attendance, breaks, attrition and other metrics for the team; - Co-ordinate with internal support functions to help resolve issues for the team; - Participate in the recruitment process of new advisors; - Implement the rewards and recognition program to motivate the team to perform better; - Conduct regular performance appraisals and feedback sessions for Advisors and Process Leaders KEY RESULT AREA: - Service delivery by the team within the agreed SLA frameworks - Ensure adherence to Standard Operating Principles - Team attrition and other metrics to meet/exceed targets - On-time and accurate reporting and sharing of process health - Execution of business transformation activities within the team Process improvements, new business projects and other initiatives Requirements: Graduate 2 - 5 Years Responsibilities: They are also expected to manage the entire issue management process for clients & ensure necessary follow up actions are taken to resolve customer issues. These professionals are required to have a broad understanding of the products/services of the organization to assist in responding to client queries.