oracle
Assistant Manger
EXL
Noida, IND
Mid
Discovered 2 weeks ago
Free
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The Assistant Manager – BPO Operations is responsible for overseeing day-to-day operations, ensuring service delivery meets client expectations, and driving team performance. This role involves managing Team Leaders and their teams, monitoring KPIs, implementing process improvements, and maintaining high standards of quality and customer satisfaction
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Qualifications
- Bachelor's degree in any discipline.
- Strong analytical and problem-solving skills
- - Bachelor's degree in any discipline. - Strong analytical and problem-solving skills
Responsibilities
- - Manage daily operations to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved. - Lead, coach, and mentor Team Leaders and support their professional development. - Monitor productivity, quality, attendance, and adherence to operational standards. - Analyze operational data and prepare daily, weekly, and monthly performance reports. - Identify process improvement opportunities and implement initiatives to enhance efficiency and customer experience. - Handle client escalations and ensure timely resolution of operational issues. - Coordinate with Quality, Training, Workforce Management, HR, and other support functions to achieve business goals. - Conduct performance reviews and develop action plans for underperforming teams. - Ensure compliance with company policies, client requirements, and data security standards. - Support transition activities, process migrations, and new project implementations as required. - Drive employee engagement, motivation, and retention initiatives.
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