Job Description: 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, recent business projects and other initiatives

📌 4400294-Assistant Manager (India)
🏢 EXL Service
📍 India