Job Description

:

• Manage Calls ,Chats and Email operations with the desired efficiency and effectiveness
• Ensure relevant processes are followed on the operational floor
• Manage day-to-day planning, thus ensuring that the teams consistently deliver the agreed SLAs
• Liaise with Business Planning & MI team where required for resource planning and optimum utilization;
• Manage and optimize workflows (pipeline and individual work queues)
• Participate in regular calls with the client to understand expectations, seek feedback to resolve escalations and improve process performance.
• Identify, facilitate and implement process improvement initiatives to improve efficiency and Quality.
• Execute any relevant business transformation activities within the team.
• Coordinate with the Training manager and L&D team to conduct Training needs analysis and improve team competency and skills.
• Report on team performance, customer/client feedback and all daily operational activities;
• Liaise, coordinate and manage relationships with other departments and onshore teams;
• Monitor and manage leaves, attendance, breaks, attrition and other metrics for the team;
• Co-ordinate with internal support functions to help resolve issues for the team;
• Participate in the recruitment process of new advisors;
• Implement the rewards and recognition program to motivate the team to perform better;

• Conduct regular performance appraisals and feedback sessions for Advisors and Process Leaders

EXL Service