Senior Manager-Back-End/Voice/ Customer Service-Inbound - English customer service

EXL Service View all jobs

  • Noida, Uttar Pradesh
  • Permanent
  • Full-time
  • 2 months ago
Job Category: OperationsJob Description: * People management and leadership skills.
  • Capability to conduct an appraisal discussion and assess different levels of performance and potential.
  • 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 networking capability and Client facing skills.
Responsibilities: * Manage teams and ensure quality and productivity targets are met
  • Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them.
  • Documented monthly performance review of Agents and Assistant Managers.
  • Conduct quarterly and annual appraisals of Agents and Assistant Managers and consequently make development plans for them. Appraise Agents based on evaluation of metrics performance and of non-metrics based parameters. Mentor Agents and TL
  • Drive reward and recognition activity on the floor.
  • Drive process improvement activity on the floor using process excellence methodology.
  • Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.
  • Stay in touch with the Client at the Process Owner level on regular basis to review progress.
  • Ensure compliance with internal policies and procedures, external regulations and information security standards.
Qualifications:GraduateAbout 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 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.About the Team: EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals.

EXL Service