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 solid 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 Talent Acquisition Team
📍 Kochi