Assistant Manager
PuneFull-time20–30 yrsPosted 2 months ago
Leadership customer support role at EXL in Pune. Needs 20+ years.
About the role
Maintain and improve as per SLAs /KPIs over the month (Focused towards Voice/Blended processes) Employee Satisfaction people development and morale Share updates with client/customer on a regular basis provide RCA and action plan anticipate customer issues and identify communicate proactively Flexible to work in rotating / flexible 24*7 shifts to cover extended hours of operational requirements
What you'll do
- Maintain and improve as per SLAs /KPIs over the month (Focused towards Voice/Blended processes)
- Maintain Attrition within target levels
- Conduct interviews for new hire and assist in the hiring process
- Monitor process performance reporting focus on improving quality of Agents/team
- Develop plan for reducing attrition and improving employee within the team satisfaction. Stay in touch with people and have the pulse of how they think and what needs to…
What you need
- LLMs
- Data entry
- Root cause analysis
- MIS reporting
- Performance management
- Financial statements
Good to have
- Underwriting