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EXL IT service management

Assistant Manager

EXL IT service management
Early Applicant
  • 9 hours ago
  • Be among the first 50 applicants
Exp: 0-2 Years
Pune, India(estd)

ITES/BPO/Call Center

(estd)
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Job Description

  1. Webchat experience mandatory
  2. Manage teams and ensure respective SLA/KPIs are met with major focus on CSAT & NPS
  3. Motivate team members and control shrinkage/attritions
  4. Identify and / or drive process improvement initiatives
  5. Provide coaching and feedback to team members to enable them to improve their performance
  6. Assist new hires such that they are productive on the floor in the shortest possible time frame
  7. Handle escalations
  8. Provide inputs on process and system to the team members
  9. Client Interaction, where required at the level of Supervisors
  10. Ensure compliance with internal policies and procedures, external regulations and information security standards
  11. Ensure that all agents in their process know their goals and how they are linked to the Organization's quality policy

More Info

Industry:ITES/BPO/Call Center

Function:Customer Service

Job Type:Permanent Job

Skills Required

process improvement
Compliance
Feedback
CSAT
coaching
information security standards
SLA

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Date Posted: 25/11/2024

Job ID: 101463551

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About Company

EXL IT service management
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At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We&#8217&#x3B;re your business evolution partner&#8212&#x3B;tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.

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Last Updated: 25-11-2024 07:59:24 PM
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