Assistant Manager
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About the Role
We are inviting applications for the position of Assistant Manager- Web Messaging. This is an excellent opportunity for individuals who are passionate about people management, operational excellence, customer experience, and driving team performance.
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Responsibilities
- Key Responsibilities:
- Lead, motivate, and develop a team of Web Messaging Advisors to achieve business objectives.
- Drive performance against key operational metrics, including Productivity, Quality, Customer Satisfaction (CSAT), FRT, and Compliance measures.
- Conduct regular coaching sessions, feedback discussions, and performance reviews to support advisor development.
- Manage attendance, schedule adherence, and workforce optimization within the team.
- Handle customer escalations and collaborate with stakeholders to ensure timely resolution.
- Analyze performance trends and implement action plans to address gaps and improve results.
- Ensure adherence to company policies, procedures, and regulatory requirements.
- Foster a positive team culture focused on engagement, accountability, and continuous improvement.
- Key Responsibilities: - Lead, motivate, and develop a team of Web Messaging Advisors to achieve business objectives. - Drive performance against key operational metrics, including Productivity, Quality, Customer Satisfaction (CSAT), FRT, and Compliance measures. - Conduct regular coaching sessions, feedback discussions, and performance reviews to support advisor development. - Manage attendance, schedule adherence, and workforce optimization within the team. - Handle customer escalations and collaborate with stakeholders to ensure timely resolution. - Analyze performance trends and implement action plans to address gaps and improve results. - Ensure adherence to company policies, procedures, and regulatory requirements. - Foster a positive team culture focused on engagement, accountability, and continuous improvement.
Qualifications
- Mandatory Web Chat experience.
About EXL
EXL is a global data and AI company that provides analytics, digital operations, and industry-specific services to enterprises in insurance, healthcare, banking, retail, media, and energy.
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