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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The Assistant Manager is responsible for supervising, training, and guiding a team of agents. The role involves monitoring performance, ensuring customer satisfaction, and implementing strategies to improve service quality and efficiency. Any other essential function that may occur from time to time as directed by the Supervisor
Responsibilities:
Team Management:
Lead and manage a team of agents.
Monitor and evaluate agent performance, providing coaching and feedback.
Set clear team goals and Key Performance Indicators (KPIs).
Conduct regular team meetings and create an open communication environment.
Performance Monitoring:
Track and report on team performance metrics.
Identify training needs and provide necessary coaching.
Recognize and reward high performance.
Customer Service:
Ensure all calls are handled professionally and in accordance with company guidelines.
Address and resolve customer complaints and issues promptly.
Maintain up-to-date knowledge of products and services.
Operational Duties:
Manage the flow of inbound and/or outbound calls.
Prepare and deliver performance reports to upper management.
Participate in the recruitment and hiring process of new agents.
Implement strategies to improve quality and productivity.
Training and Development:
Train and onboard new team members.
Ensure all team members understand and follow company policies and procedures.
Organize team-building activities to foster a positive work environment.
Process/Functional level data collation and reporting to Internal and External clients.
Preparation, submission and presentation of various reports for the processes on agreed service level metrics with client.
Regular maintenance of functional MIS and prepare performance analysis.
Analyzing data and deriving meaningful results for the use of management in decision-making.
Ensure accurate, timely and efficient reporting of Weekly, Monthly and Quarterly reports.
Ensure compliance to client and organizational policies and procedures in respect of reporting.
Maintain and develop the processes to ensure optimum automation of reports.
Liaison effectively with leadership team, proving to be an effective and dependable support mechanism.
Regular audit of reports from operations, preparation of audit reports and highlighting the procedures not being followed.
Qualifications:
Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.
Overall, 2 years of work experience in Business Process Off-shoring Team Leader/Assistant Manager.
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