Job Description
This opportunity involves delivery to drive overall performance and manage key UK Banking and Finance voice processes. This opportunity will help with supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines.
You will be required to be flexible regarding shift times for this process based on business need.
Role/Responsibility:
• Manage teams and ensure quality and productivity targets are met
• Develop strategies on the floor for reducing attrition and improving employee satisfaction Team Management:
• Lead and manage a team of agents.
• Monitor and evaluate agent performance, providing coaching and feedback.
• Set clear team goals and Key Performance Indicators (KPIs).
• Conduct regular team meetings and create an open communication environment aligned to EXL values for the culture
Performance Monitoring:
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