About this role
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 www.exlservice.com.
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.
The Assistant Manager – Operations plays a critical role in supporting intake call center operations by driving performance, ensuring service level achievement, and maintaining high standards of quality and compliance. This role partners with Managers and other Assistant Managers to manage frontline delivery, optimize resources, and continuously improve customer and business outcomes.
• Effectively handle a Team of 18-20 executives
• Drive Customer Experience on the floor
• Monitor transactions on ongoing basis and take corrective steps where necessary or make incremental improvements
• Provide coaching and feedback to team members to enable them to improve performance
• Assist new hires such that they are productive on the floor in the shortest possible time frame
• Handle escalations
• Coach and guide team members on EXL policies and values
• Client interaction at process level, calibration and training sessions
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Reporting related to the SLAs & KPIs
• Knowledge of the function, process and systems. • Clear written and verbal communication. Coaching and feedback skills. • Strong 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. • Reasonable level of business perspective regarding the internal functioning of BPO/EXL. • Good networking capability and Client facing skills.
• Customer Service orientation - makes the Client the compelling focus of the business • Communication • Quality orientation - conformance with policies/compliances • People orientation - feedback skills, fosters a spirit of collaboration and team work, wins the talent war through effective people management • Empathy for effective on the job coaching and feedback • Operations Management • Has a bias for action, superior implementation • Intellectually agile and analytical