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 cooperative 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

📌 Assistant Manager (Pune)
🏢 EXL
📍 Pune