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    Assistant Manager EXL/AM/1022644 - Noida, India - exl

    exl
    exl Noida, India

    13 hours ago

    EXL background
    Description

    Job Description

    Performance Management


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


    •Financial – no revenue leakages (20%)


    •Process Improvements (15%)

    People Management


    •Attrition and ESAT (30%)


    •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


    •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


    •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.


    •Good communication skills


    •Quality Orientation


    •People Management


    •Problem Solving


    •Result Orientation


    •Customer Focus

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