Assistant Manager/Team Leader l EXL MOA l Can Start ASAP!

Role/ Responsibilities

Serves as a content model expert and mentor to the team regarding practice standards, quality of interventions, problem resolution and critical thinking

Monitor transactions with an ongoing basis and take corrective steps where necessary or make incremental improvements.

Assist new hires such that they are productive on the floor in the shortest possible time frame

Provides 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.

Performance Parameters

Team Quality performance

Team Productivity performance

Team Customer Satisfaction and engagement performance

Team Reliability, Attendance and schedule adherence

Level of subject matter expertise

Primary Responsibility

Oversee and manage day-to-day operations to ensure all metrics are met, revenue are maximized and monitor team performance as per agreed KPIs

Communicates productivity expectations, balance workload (e.g., daily team meetings to discuss new updates), monitor efficiency and initiate control measures to minimize variances in workload over time

Monitor transactions with 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

Ensures the team's understanding and use of information system capability and functionality

Provide inputs on process and system to the team members.

Articulate performance expectations and team objectives while collecting and interpreting balanced measure to evaluate individual staff and team performance

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

Industries:Outsourcing/Offshoring

Function: Others