Assistant Manager
PuneFull-time3–5 yrsPosted 3 weeks ago
Mid-level operations role at EXL in Pune. Needs 3–5 years.
About the role
The Assistant Manager (AM) is responsible for leading a team of customer support executives across Chat, Email, and Voice channels. This role focuses on building high-performing teams, ensuring service excellence, driving operational efficiency, and meeting both qualitative and quantitative business KPIs.
What you'll do
- Responsible for leading a team of customer support executives across Chat, Email, and Voice channels
- 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
What you need
- Reporting
- Customer service
- Process improvement
- Performance management
- Root cause analysis
- Team management
Good to have
- Voice process