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    Assistant Manager EXL/AM/1003887 - noida, India - exl

    exl
    exl noida, India

    6 days ago

    EXL background
    Description

    Job Description

    Primary Responsibility

    Performance and People Management

    Performance Parameters

    (Weightage as defined in the Goal Form)

    Performance Management

    · Operational Service Delivery – SLA metrics and KPIs (35%)

    · Financial – no revenue leakages (20%)

    · Process Improvements (15%)

    People Management

    · Attrition and ESAT (30%)

    Role/ Responsibilities

    · Manage teams and ensure quality and productivity targets are met

    · Motivate team members and control attrition.

    · Identify and / or drive process improvement initiatives.

    · Provide coaching and feedback to team members to enable them to improve their performance.

    · Assist new hires such that they are productive on the floor in the shortest possible time frame.

    · Handle escalations.

    · Provide inputs on process and system to the team members.

    · Client Interaction, where required at the level of Supervisors.

    · Ensure compliance with internal policies and procedures, external regulations and information security standards.

    · Ensure that all agents in their process know their goals and how they are linked to the Organization's quality policy

    Technical and Process Specific Skills

    Client Specific

    Soft Skills

    :

  • Basic knowledge of computers and MS Office
  • Product Knowledge and knowledge of systems / applications used
  • Knowledge of Compliance rules and regulations are a part of process / product knowledge
  • Knowledge of SLAs and Client metrics
  • Webchat experience
  • Good written & verbal communication skills (Should have 12 and above as a CEF ratings / scores)
  • Quality Orientation
  • People Management
  • Problem Solving
  • Result Orientation

    • · Customer Focus

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