Assistant Manager

3 days ago

Pune, Maharashtra, India EXL Talent Acquisition Team Full time ₹ 2,50,000 - ₹ 12,00,000 per year
POSITION: Assistant Manager ('Band B1') PROCESS: Confidential  DEPARTMENT: Confidential NUMBER OF POSITIONS: 1 LOCATION: Pune CRITERIA:  Voice Experience mandatory ROLES & RESPONSIBLITIES:  ? Manage the Calls ,Chats and Email operations with the desired efficiency and effectiveness ? Ensure relevant processes are followed on the operational floor ? Manage day-to-day planning, thus ensuring that the teams consistently deliver the agreed SLAs ? Liaise with Business Planning & MI team where required for resource planning and optimum utilization; ? Manage and optimize workflows (pipeline and individual work queues)  ? Participate in regular calls with the client to understand expectations, seek feedback to resolve escalations and improve process performance; ? Identify, facilitate and implement process improvement initiatives to improve efficiency and Quality; ? Execute any relevant business transformation activities within the team; ? Coordinate with the Training manager and L&D team to conduct Training needs analysis and improve team competency and skills; ? Report on team performance, customer/client feedback and all daily operational activities;  ? Liaise, coordinate and manage relationships with other departments and onshore teams;  ? Monitor and manage leaves, attendance, breaks, attrition and other metrics for the team; ? Co-ordinate with internal support functions to help resolve issues for the team; ? Participate in the recruitment process of new advisors; ? Implement the rewards and recognition program to motivate the team to perform better; ? Conduct regular performance appraisals and feedback sessions for Advisors and Process Leaders KEY RESULT AREA:
• Service delivery by the team within the agreed SLA frameworks
• Ensure adherence to Standard Operating Principles
• Team attrition and other metrics to meet/exceed targets
• On-time and accurate reporting and sharing of process health
• Execution of business transformation activities within the team
• Process improvements, new business projects and other initiatives

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