Job Description

Responsibilities:
Role/Responsibility

• Manage teams and ensure quality and productivity targets are met
• Develop strategies on the floor for reducing attrition and improving employee satisfaction

Team Management:

• Lead and manage a team of agents.
• Monitor and evaluate agent performance, providing coaching and feedback.
• Set clear team goals and Key Performance Indicators (KPIs).
• Conduct regular team meetings and create an open communication environment.

Performance Monitoring:

• Track and report on team performance metrics.
• Identify training needs and provide necessary coaching.
• Recognize and reward high performance.

Customer Service:

• Ensure all calls are handled professionally and in accordance with company guidelines.
• Address and resolve customer complaints and issues promptly.
• Maintain up-to-date knowledge of products and services.

Operational Duties:

• Manage the flow of inbound and/or outbound calls.
• Prepare and deliver performance reports to upper management.
• Participate in the recruitment and hiring process of new agents.
• Implement strategies to improve quality and productivity.

Training and Development:

• Train and onboard new team members.
• Ensure all team members understand and follow company policies and procedures.
• Organize team-building activities to foster a positive work environment.

Process/Functional level data collation and reporting to Internal and External clients.

• Preparation, submission and presentation of various reports for the processes on agreed service level metrics with client.
• Regular maintenance of functional MIS and prepare performance analysis.
• Analyzing data and deriving meaningful results for the use of management in decision-making.
• Ensure accurate, timely and efficient reporting of Weekly, Monthly and Quarterly reports.
• Ensure compliance to client and organizational policies and procedures in respect of reporting.
• Maintain and develop the processes to ensure optimum automation of reports.
• Liaison effectively with leadership team, proving to be an effective and dependable support mechanism.
• Regular audit of reports from operations, preparation of audit reports and highlighting the procedures not being followed.
• Should show sufficient flexibility and urgency to handle pressure in a cross-cultural environment.

Qualifications:
Education Requirements
Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.
Work Experience Requirements
Overall 2 years of work experience in Business Process Off-shoring Team Leader/Assistant Manager .
Competencies & Skills

• Prior AM Experience
• People management and leadership skills.
• Capability to conduct an appraisal discussion Capability to communicate with large teams.
• Appreciation of the domain needs of the process and its key drivers.
• Reasonable level of business perspective regarding the internal functioning of BPO/EXL.
• Good Client facing skills.

Values & Behavior

• Output driven mindset, determined, resilient, perseverant and persistent
• Customer Service Orientation
• Quality Orientation
• People & performance oriented

About Us:
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 corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 55,000 employees spanning six continents. For more information, visit www.exlservice.com.
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 corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit .
EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL's Human Resources team, as well as our hiring managers.

Skills Required