Job Title: Assistant Manager – Voice Process

Location: Kakkanad, Kochi
Work Mode: Work from Office
Shift: US Shift
Job Type: Full-time

We are looking for an experienced Assistant Manager – Voice Process to join our team in Kakkanad, Kochi. The ideal candidate should have strong experience in Voice Operations, excellent communication skills, and proven experience in team handling and people management.

Key Responsibilities

- Manage and lead a team handling Voice Process/Voice Operations.
- Monitor daily team performance, productivity, quality, and SLA adherence.
- Coach and mentor team members to improve performance and service quality.
- Handle escalations and ensure timely resolution of customer/client concerns.
- Conduct regular team meetings, performance reviews, and feedback sessions.
- Track operational metrics and prepare performance reports/MIS.
- Work closely with internal stakeholders to ensure smooth operations.
- Ensure adherence to process guidelines, quality standards, and compliance requirements.
- Support employee engagement, retention, and performance improvement initiatives.

Required Skills & Experience





- Prior experience in Healthcare Voice Process / Healthcare Operations is mandatory.
- Proven team handling experience in a Team Leader/Assistant Manager capacity.
- Strong understanding of healthcare operations and process requirements.
- Excellent verbal and written English communication skills.
- Robust people management and stakeholder management skills.
- Willingness to work in US shifts.
- Willingness to work from office at Kakkanad, Kochi.

Ability to commute/relocate:

- Kakkanad, Kochi, Kerala: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

- What is the maximum team size you have handled?
- Are you comfortable working from office at Kakkanad, Kochi?
- How would you rate your English communication skills?

Experience:

- Healthcare domain: 4 years (Required)
- Team Handling: 2 years (Required)
- Total work: 4 years (Required)

Shift availability:

- Night Shift (Required)
- Overnight Shift (Required)

Work Location: In person

📌 Assistant Manager – Voice Process (Kakkanad)
🏢 EXL Service
📍 Kakkanad