Assistant Manager

7 days ago


Noida, Uttar Pradesh, India EXL Service Full time

Role Assistant ManagerDepartment OperationsSpan of Control 10-35 PersonsReports to ManagerResponsibility Level Assistant ManagerPositions reporting into this role CCE Sr CCEs IC SMEs and Process TrainersPrimary ResponsibilityTransaction Monitoring to Improve Performance Performance Parameters Process performance as per agreed KPIs Quality and productivity Improvement Customer Satisfaction Level of subject matter expertise Role Responsibilities Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements Provide coaching and feedback to team members to enable them to improve their performance Assist new hires such that they are productive on the floor in the shortest possible time frame Handle escalations Provide inputs on process and system to the team members Client Interaction where required at the level of Supervisors Ensure compliance with internal policies and procedures external regulations and information security standards Collect and provide data required for various audits Ensure that all agents in their process know their goals and how they are linked to the Organizations quality policy Competencies SkillsValues Behavior Knowledge of the function process and systems Ability to use the desktop computer systems Coaching and Feedback ability Clear written and verbal communication Customer Service Orientation Quality Orientation Empathy for effective on the job coaching and feedback


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