The role requires solid team and client-handling experience, sound insurance domain knowledge, effective escalation management, and the ability to coach teams, control attrition, drive process improvements, and communicate performance and risks to managers and client stakeholders.
Responsibilities
• Manage voice operations teams and ensure achievement of SLAs, service levels, productivity, quality, customer experience, and turnaround-time targets.
• Monitor calls, transactions, queues, and performance trends on an ongoing basis and take timely corrective actions or drive incremental improvements.
• Plan staffing, schedules, break adherence, queue coverage, workload allocation, and daily operational priorities.
• Review performance dashboards and implement recovery plans for SLA, quality, productivity, or customer-experience gaps.
• Ensure effective handoffs, accurate call documentation, and timely closure of customer requests.
Qualifications
• 4 to 6 years of overall experience in contact center, customer service, or US Insurance operations.
• Minimum 2 to 3 years of direct team-handling or supervisory experience in a voice process.
• Experience managing operational metrics, coaching employees, controlling attrition, handling escalations, and supporting client interactions.
• Hands-on exposure to Life Insurance and/or P&C; customer servicing is preferred.
Educational Qualification
• Graduate in any discipline; Business Administration, Commerce, Finance, Insurance, or a related field is preferred.
• Insurance certifications such as LOMA, AINS or equivalent will be an added advantage.
EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporation
📌 Assistant Manager (Pune)
🏢 EXL
📍 Pune