Description

- Manage daily operations to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved.

- Lead, coach, and mentor Team Leaders and support their professional development.

- Monitor productivity, quality, attendance, and adherence to operational standards.

- Analyze operational data and prepare daily, weekly, and monthly performance reports.

- Identify process improvement opportunities and implement initiatives to enhance efficiency and customer experience.

- Handle client escalations and ensure timely resolution of operational issues.

- Coordinate with Quality, Training, Workforce Management, HR, and other support functions to achieve business goals.

- Conduct performance reviews and develop action plans for underperforming teams.

- Ensure compliance with company policies, client requirements, and data security standards.

- Support transition activities, process migrations, and new project implementations as required.

- Drive employee engagement, motivation, and retention initiatives.

Responsibilities

- Manage daily operations to ensure service level agreements (SLAs) and key performance indicators (KPIs)



are consistently achieved.

- Lead, coach, and mentor Team Leaders and support their career development.

- Monitor productivity, quality, attendance, and adherence to operational standards.

- Analyze operational data and prepare daily, weekly, and monthly performance reports.

- Identify process improvement opportunities and implement initiatives to enhance efficiency and customer experience.

- Handle client escalations and ensure timely resolution of operational issues.

- Coordinate with Quality, Training, Workforce Management, HR, and other support functions to achieve business goals.

- Conduct performance reviews and develop action plans for underperforming teams.

- Ensure compliance with company policies, client requirements, and data security standards.

- Support transition activities, process migrations, and new project implementations as required.

- Drive employee engagement, motivation, and retention initiatives.

Qualifications

- Bachelor's degree in any discipline.

- Strong analytical and problem-solving skills

📌 Assistant Manger (Uttar Pradesh)
🏢 EXL
📍 Uttar Pradesh