Assistant Manager
PuneFull-timeMid levelPosted 1 week ago
Mid-level customer support role at EXL in Pune. Needs a degree.
About the role
Managing a team of customer service representatives Developing and implementing customer service policies Meeting call center targets Training new staff members Monitoring calls/admin tasks to identify areas for improvement Setting goals, monitoring challenges and working to motivate team members to offer exceptional customer service Resolving any customer issues or other call center problems that occur Analyzing call center data Focusing on improving performance and processes in an effort to…
What you'll do
- Managing a team of customer service representatives Developing and implementing customer service policies Meeting call center targets Training new staff members…
- Lead, motivate and support a team of call centre advisors
- Conduct regular team briefings and one-to-one meetings
- Manage attendance, punctuality, holidays and staff performance
- Monitor individual and team performance against KPIs
What you need
- Customer service
- Escalation handling
- Performance management
- Data privacy
- Employee engagement
- Communication