EXL 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...
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Professionals in this group are responsible to manage inbound calls , queries via email and chat and customer service enquiries. Individuals identify and assess customer�s needs and work with the team to resolve issues.
Responsibilities
Team & Performance Management
Lead and manage a team of agents to achieve productivity and quality targets.
Monitor performance metrics, conduct coaching sessions, and provide constructive feedback.
Set clear goals, KPIs, and performance expectations.
Recognize high performance and implement strategies to reduce attrition.
Operational Excellence
Manage day-to-day call operations, ensuring adherence to service level agreements.
Prepare and present performance and operational reports to management and clients.
Participate in recruitment, onboarding, and training of new team members.
Ensure compliance with company and client policies.
Customer Service & Quality Assurance
Oversee customer interactions to ensure professionalism and quality.
Address escalations and resolve issues promptly.
Implement process improvements to enhance service delivery.
Reporting & Analytics
Collate, analyze, and present process-level data for decision-making.
Maintain MIS reports and ensure accuracy and timeliness of submissions.
Support automation and efficiency improvements in reporting processes.
Qualifications
Minimum Grade 12 / Diploma / Graduate (minimum 12 years of formal education).
Utilities experience preferable
At least 2 years’ experience in a BPO/Offshore environment in a Team Leader or Assistant Manager role.
Strong leadership, communication, and client-facing skills.
Solid understanding of performance management and operational excellence principles.
Proficiency in MS Office and MIS reporting tools preferred.
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