EXL—Assistant Manager

Job description

Description: We are inviting applications for the position of Assistant Manager- Web Messaging. This is an excellent opportunity for individuals who are passionate about people management, operational excellence, customer experience, and driving team performance. Requirements: Mandatory Web Chat experience. Responsibilities: Key Responsibilities: - Lead, motivate, and develop a team of Web Messaging Advisors to achieve business objectives. - Drive performance against key operational metrics, including Productivity, Quality, Customer Satisfaction (CSAT), FRT, and Compliance measures. - Conduct regular coaching sessions, feedback discussions, and performance reviews to support advisor development. - Manage attendance, schedule adherence, and workforce optimization within the team. - Handle customer escalations and collaborate with stakeholders to ensure timely resolution. - Analyze performance trends and implement action plans to address gaps and improve results. - Ensure adherence to company policies, procedures, and regulatory requirements. - Foster a positive team culture focused on engagement, accountability, and continuous improvement.