Essential Functions
• Manage day-to-day operations to ensure achievement of service level
agreements (SLAs), key performance indicators (KPIs), quality standards, and
productivity targets.
• Monitor team performance, identify operational gaps, and implement action
plans to improve efficiency, quality, and customer satisfaction.
• Lead, coach, and develop supervisors and associates to drive performance,
accountability, and employee engagement.
• Ensure compliance with client requirements, company policies, information
security standards, and regulatory guidelines.
• Handle operational escalations, client concerns, and service delivery
issues, ensuring timely and effective resolution.
• Support workforce planning, scheduling, and resource allocation to meet
operational demands and business requirements.
• Prepare and analyze operational reports, providing recommendations to
improve business performance and achieve organizational goals.
• Collaborate with internal support groups such as Quality, Training,
Workforce Management, HR,
and other stakeholders to drive continuous improvement
initiatives.
• Build and maintain robust relationships with clients and internal
stakeholders to ensure alignment with business objectives and service
expectations.
• Foster a culture of teamwork, accountability, continuous improvement, and
employee development across the operation.
Performance parameters
• Manage day-to-day operations to ensure achievement of service delivery
targets, productivity goals, quality standards, and client expectations.
• Monitor and analyze key performance indicators (KPIs), identify performance
gaps, and implement action plans to drive operational improvements.
• Communicate business objectives, client requirements, and performance
expectations to supervisors and associates to ensure alignment and
accountability.
• Provide coaching, feedback, and development opportunities to supervisors
and team members to strengthen performance and leadership capability.
📌 Assistant Manager for Kochi
🏢 EXL
📍 Kochi