Assistant Manager - Hybrid Setup l EXL Quezon City

Performance parameters

Service Level Agreement

Quality and productivity Improvement as per agreed Key Performance Indicators

AHT as per agreed KPIs

Process performance

Level of subject matter expertise – To be able to support team queries

Role/Responsibility

Upskill and manage team performance at an hourly/daily/weekly/monthly level

Manage teams and ensure AHT, quality and productivity targets are met

Motivate team members and control attrition

Complaint and escalation management

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

Client Interaction, where required – Daily/Weekly/Monthly

Ensure compliance with internal policies and procedures, external regulations and information security standards.

Collect and provide data required for various audits like GI/Internal Audit

Effectively manage queue and balancing of work loads.

Competencies & Skills

Prior Team lead Experience preferably International Inbound CSRs

Knowledge of the function, process and systems

Coaching and Feedback ability

Clear written and verbal communication

Effective operations management

Excellent problem-solving skills

Industries:Outsourcing/Offshoring

Function: Others