Assistant Manager-Back-End/ Non Voice

19 hours ago

Noida, Uttar Pradesh, India EXL Talent Acquisition Team Full time ₹ 10,000 - ₹ 50,000 per year
  • Webchat experience mandatory
  • Manage teams and ensure respective SLA/KPIs are met with major focus on all operational deliverables
  • Assist and mentor the Assistant Manager to come up the learning curve
  • Motivate team members and control shrinkage/attritions
  • Identify and / or drive process improvement initiatives
  • 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
  • Ensure that all agents in their process know their goals and how they are linked to the Organization's quality policy

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