Assistant Manager-Blended-Customer Service

3 days ago

Cochin, Kerala, India EXL Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Description
  • Oversee and manage day-to-day operations to ensure all SLA metrics are met
  • Implement company policies in all areas of the operations establish goals for each team and monitor each team's performance and compared against Key Performance Indicators. 
  • Recommend measures that will improve team performance and communicate clearly with Associates / Sr. Associates client expectations and accountability.
  • Coordinate and participate in the completion of all production standards and/or makes recommendations for improvements in overall production, including policies and procedures. 
  • Recognize performers and recommend development plan for qualified performers.
  • Ability to manage a US client independently
  • Evolve job responsibilities and establish accountability for all production activities in consultation with respective senior management at EXL
Responsibilities
  • Oversee and manage day-to-day operations to ensure all SLA metrics are met
  • Implement company policies in all areas of the operations establish goals for each team and monitor each team's performance and compared against Key Performance Indicators. 
  • Recommend measures that will improve team performance and communicate clearly with Associates / Sr. Associates client expectations and accountability.
  • Coordinate and participate in the completion of all production standards and/or makes recommendations for improvements in overall production, including policies and procedures. 
  • Recognize performers and recommend development plan for qualified performers.
  • Ability to manage a US client independently
  • Evolve job responsibilities and establish accountability for all production activities in consultation with respective senior management at EXL
Qualifications

Graduation Required

  • Oversee and manage day-to-day operations to ensure all SLA metrics are met
  • Implement company policies in all areas of the operations establish goals for each team and monitor each team's performance and compared against Key Performance Indicators. 
  • Recommend measures that will improve team performance and communicate clearly with Associates / Sr. Associates client expectations and accountability.
  • Coordinate and participate in the completion of all production standards and/or makes recommendations for improvements in overall production, including policies and procedures. 
  • Recognize performers and recommend development plan for qualified performers.
  • Ability to manage a US client independently
  • Evolve job responsibilities and establish accountability for all production activities in consultation with respective senior management at EXL

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