Assistant Manager
EXL
Date: 12 hours ago
City: Pune, Maharashtra
Contract type: Full time
Primary Responsibility
Handling Contact Center (Life Policy Admin & Claims) for a US based client.
Performance Parameters
Handling Contact Center (Life Policy Admin & Claims) for a US based client.
Performance Parameters
- Process performance – as per agreed SLAs/ KPIs
- Quality and AHT Improvement
- Customer Satisfaction
- Level of subject matter expertise
- Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
- 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/ Supervisor calls
- 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.
- Conduct Reward and Recognition ceremonies along with other engagement activities
- Prepare and propose plan for attrition control and employee development
- Good experience in handling contact center operations
- Good comprehension and proficient voice skills
- High level of computer proficiency.
- Coaching and Feedback ability.
- Clear written and verbal communication.
- Has a bias for action. Superior Implementation
- Intellectually agile and analytical
- Operations Management
- Makes the Client the compelling focus of the business
- Wins the talent war through effective people management
- Customer Service Orientation.
- Quality Orientation.
- Empathy for effective on the job coaching and feedback.
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