- KPI Scorecard (SL, Line Adherence, B2P/POP)
- Ops Feedback
- Supervisor Feedback
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Senior Manager EXL/SM/1018832
6 days ago
exl pune, IndiaJob Description · Banking analytics Exposure (Must have) · Good understanding of banking scorecard and products like application, behavioral, fraud · Model development, strategy , any experience is preferred · SQL & Python (Must have) · Should be able to understand client r ...
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Senior Manager EXL/SM/1030066
6 days ago
exl pune, IndiaJob Description · Develop people strategies to solve for business problems and achieve desired business outcomes · Drive key people practices in tandem with operations leads · Foresee cadence around people practice evaluation · Key stakeholder management (Internal & External ...
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Senior Manager EXL/SM/1040080
6 days ago
exl pune, IndiaJob Description · Position Title, Responsibility Level · Senior Manager: Training & Quality · Function · Blended (Voice, Email, Chat & back office) · Reports to · AVP · Permanent/ Temporary · Permanent · Span of Control · N/A · Location · Pune, India · Basic F ...
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Manager EXL/M/1035580
6 days ago
exl pune, IndiaJob Description · Basic Function · Under the direction of the Senior Manager /Asst. Vice President, this role is primarily responsible in managing operations and performance of the team to ensure all agreed SLA's and KPI's are met. This job also includes direct client interac ...
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Manager EXL/M/1013054
6 days ago
exl pune, IndiaJob Description · Role / Responsibilities: · • Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements · • Provide coaching and feedback to team members to enable them to improve their performance · • Assist new hires ...
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Manager EXL/M/1030031
6 days ago
exl pune, IndiaJob Description · oles and Responsibilities · To design and implement effective people strategy for BU. Work with HR leader and functional heads to increase effectiveness of talent to achieve organizational / functional goals. · To drive People Strategy in conjunction with t ...
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Assistant Manager EXL/AM/1036597
6 days ago
exl pune, IndiaJob Description · Manage team and ensure quality and productivity targets are met · Preferred knowledge of the UK insurance industry and Lloyds Of London Market Experience required · Monitor transactions on an ongoing basis and take corrective steps where necessary or make in ...
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Assistant Manager EXL/AM/1026441
6 days ago
exl pune, IndiaJob Description · : Provide comprehensive healthcare management to facilitate delivery of appropriate quality healthcare, promote cost effective outcomes and improve program/operational efficiency involving clinical issues. · Position Overview · The primary role is to meet t ...
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Assistant Manager EXL/AM/1011298
6 days ago
exl pune, IndiaJob Description · B.E. in Civil, Structural or Mechanical Engineering (first-class degree) · Proficient user of PLS CADD · Proficient user of PLS Tower · Relevant industry experience · ...
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Assistant Manager EXL/AM/1020857
6 days ago
exl pune, IndiaJob Description · CUSTOMER SERVICE TEAM LEADER JOB DESCRIPTION JOB ROLE AND SUMMARY · Functions as a group leader for a customer service team responding to client demands for telephone or e-mail, micro-technical service. Answers and settles instigated problems or customer dema ...
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Assistant Manager EXL/AM/1003013
6 days ago
exl pune, IndiaJob Description · Excellent English communication skills – written and spoken · Experience in client management (handing client queries over email and voice) · Achieve team productivity and quality goals · Participate in training initiatives to develop knowledge · Integrate ...
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Lead Assistant Manager EXL/LAM/1019134
6 days ago
exl pune, IndiaJob Description · Lead Assistant Manager - QA Engineer (4+ years of experience in manual/automation testing w/ 2 to 4 years within AWS cloud environment): · EXL Digital is extending its Cloud Deployment Practice team and is looking for an experienced Lead Assistant Manager - Q ...
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Lead Assistant Manager EXL/LAM/1019134
6 days ago
exl Pune, IndiaJob Description · Lead Assistant Manager - QA Engineer (4+ years of experience in manual/automation testing w/ 2 to 4 years within AWS cloud environment):EXL Digital is extending its Cloud Deployment Practice team and is looking for an experienced Lead Assistant Manager - QA Engi ...
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Assistant Manager EXL/AM/1043034
4 days ago
exl Pune, IndiaJob Description · Oversee day-to-day operations and work of lower-level staff · Ensure compliance to organizational standards, including safety standards and client or customer communications · Monitor and provide feedback to managed staff to effect improvements in organizationa ...
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Assistant Manager EXL/AM/993721
6 days ago
exl pune, IndiaJob Description · Basic Functions · As the WFM Capacity Planner Lead, you will be responsible for overseeing the capacity planning process within our Workforce Management (WFM) department. Your role will involve analyzing historical data, forecasting future workload, and ensu ...
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Assistant Manager EXL/AM/1040028
4 days ago
exl Pune, IndiaJob Description · Manage team and ensure quality and productivity targets are met · Preferred knowledge of the UK Lloyds Of London insurance industry (Post Bind, Endorsements, Slips & Credit Control/Reconciliations) · Monitor transactions on an ongoing basis and take corrective ...
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Lead Assistant Manager EXL/LAM/1011332
6 days ago
exl pune, IndiaJob Description · B.E. in Civil, Structural or Mechanical Engineering (first-class degree) · Expert user of PLS CADD · Expert user of PLS Tower · Relevant industry experience and track record of successful handling of design work with degree of independence · ...
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Lead Assistant Manager EXL/LAM/1018680
6 days ago
exl pune, IndiaJob Description · Essential Duties & Responsibilities: · Advance proficiency in MS Excel is a must, moderate knowledge of VBA and Power BI. · Should hold thorough knowledge of Reports, metrics calculations, Macros, relationships · Identifying and understanding the requiremen ...
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Executives
1 week ago
EXL Pune, IndiaExecutivesEXL/E/880293 · UtilitiesPune · Required Experience · Years · - Posted On · - 06 Nov 2023 · Basic Section- Number Of Positions- 20- Band- A1- Band Name- Executives- Cost Code- D Campus/Non Campus- NON CAMPUS- Employment Type- Permanent- Requisition Type- New- Max CTC P.A ...
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Executives
1 week ago
EXL Pune, IndiaExecutivesEXL/E/709791 · UtilitiesPune · Required Experience · Years · - Posted On · - 22 May 2023 · Basic Section- Number Of Positions- 1- Band- A1- Band Name- Executives- Cost Code- Voice T1- Campus/Non Campus- NON CAMPUS- Employment TypeRequisition Type- New- Complexity Level- ...
Senior Manager EXL/SM/1018682 - pune, India - exl
Description
Job Description
Job Objective:
Heads a team of WFM Supervisors and/or WFM Analysts to support Operations
Essential Duties & Responsibilities:
Responsible for Workforce Management & Service Delivery to Internal & External Customers
Manages a WFM team for 3 to 5 clients. Effectively leads and mentor the team to support Ops.
Directly manages WFM processes, Client KPIs and Financial performance in a multi-site, multi-platform. Serves as a checkpoint and reviewer of WFM processes, practices and output.
Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution.
Ensures efficient levels of staffing and occupancy, optimizes the resources to maximize service level, seat utilization while maintaining financial rigor.
Develop processes, scorecards and performance plans for effective team management.
Key Metrics and Scorecard:
Job Specifications (Qualifications, Skills and Experience)
Minimum Work Experience:
6 years in Workforce Management in a multi-site, multi-client, BPO environment.
2 years as Manager handling multiple programs of various sizes and complexities.
Skills Requirements:
Strong sense of personal stake and urgency in day to day management.
Ability to forge positive, objective relationships with Operations and Support teams.
Adapt, thrive and multitask in a demanding workplace while managing conflicting and shifting priorities.
Ability to foresee, dissect and fix problems using data-driven approach and common sense.
Appetite for challenges; driving projects, improvement opportunities, maturity models etc.
Effectiveness in presenting to and persuading different levels in the organization.
Experience in creating compelling analysis, reports for clients, internal reviews.
Skilled in Staff Planning, Reporting, and adept with spreadsheets.
Hands on Scheduling experience in Blue Pumpkin or Aspect eWFM will be a strong advantage.
Must demonstrate thorough, swift and decisive approach to problem solving.
Must be diplomatic, resilient, positive and enterprising in resolving conflicts and disagreements.
Proficiency in basic arithmetic and statistical concepts and strong logical ability desired.
Must be tactically involved and hands on where needed.
Ability to motivate, retain and attract talent.
Flexible with extending shifts when needed.