Description

Provide leadership to managers and drive strategic initiatives within the organization.

Responsibilities
Key Responsibilities 1. Team Leadership & Team Building

- Build, develop, and motivate a high-performing team through structured coaching and engagement activities.
- Conduct regular team huddles, communication sessions, and development programs to maintain a positive and team-oriented environment.
- Identify skill gaps and create targeted training plans to uplift team capability.
- Foster team culture centered on accountability, customer empathy, and operational excellence.

2. Performance Management

- Track and manage individual and team performance against defined KPIs (AHT, CSAT, QA, Productivity, Utilization, etc.).
- Conduct monthly/quarterly performance reviews and create action plans for performance improvement.
- Use data-driven insights to guide coaching, feedback, and performance decisions.
- Partner with HR for performance improvement plans, rewards & recognition, and compliance with organizational guidelines.

3. Operational & Team Management

- Oversee day-to-day operations for Chat, Email, and Voice queues to ensure smooth functioning and optimal staffing.
- Monitor real-time performance dashboards and take corrective actions to manage volumes and workload allocation.
- Coordinate with WFM for roster planning, shrinkage control, adherence, and schedule optimization.
- Escalate operational risks, system issues, or challenges proactively.

4. SLA Management

- Ensure adherence to all SLAs across response time, resolution time, AHT, contact handling efficiency, and backlog management.
- Analyze SLA breaches and drive root-cause analysis with preventive and corrective measures.
- Work closely with cross-functional teams to resolve process gaps impacting SLA performance.
- Maintain governance through daily/weekly SLA performance reviews.

5. Quality Management

- Ensure high-quality customer interactions by collaborating with QA teams on audits, feedback loops, and training needs.




- Analyze quality reports to identify trends, behavior patterns, and improvement opportunities.
- Conduct refresher training, calibration sessions, and quality workshops to ensure consistent service standards.
- Drive initiatives that improve CSAT, NPS, FCR, and other experience metrics.

6. Stakeholder & Cross-Functional Collaboration

- Work closely with Operations Leaders, Quality, WFM, Training, and Product/Policy teams to align operational goals.
- Drive continuous improvement projects based on customer pain points, process gaps, or agent performance needs.
- Represent the team in internal reviews, business updates, and performance discussions.

7. Reporting & Analytics

- Generate and review daily, weekly, and monthly reports on performance metrics.
- Identify trends and insights to guide strategic and operational decision-making.
- Present dashboards, RCA documents, action plans, and performance stories to leadership.

Qualifications & Competencies Required:

- Bachelor’s degree or equivalent experience.
- 3–5 years of experience in customer support operations, including team leadership roles.
- Strong knowledge of Chat, Email, and Voice support workflows.
- Experience managing KPIs such as SLA, AHT, CSAT, QA, and Productivity.

Skills & Attributes:

- Excellent communication and interpersonal skills.
- Strong analytical and problem‑solving abilities.
- Ability to motivate, coach, and influence teams.
- Expertise in conflict resolution, feedback delivery, and team management.
- Ability to work under pressure and manage high-volume operations.
- Familiarity with CRM, ticketing systems, and workforce tools.

What Success Looks Like in This Role

- Consistently meets or exceeds SLA and quality targets.
- Builds a motivated, skilled, and engaged team with strong performance results.
- Demonstrates strong ownership, operational discipline, and customer-first thinking.
- Drives continuous improvement through data insights and process innovation.

Qualifications

Bachelor Degree in relevant field with 2 - 4 years of relevant experience

📌 Assistant Manager (Pune)
🏢 EXL
📍 Pune