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Assistant Manager

exl Service.com (India) Private Limited
Pune, IND
Full-time
Manager
Discovered Today

Full Job Posting

Qualifications

  • Bachelor's Degree

Responsibilities

  • Key Roles and Responsibilities Team Leadership and Management Lead, motivate and support a team of call centre advisors.
  • Set clear performance expectations, objectives and targets.
  • Conduct regular team briefings and one-to-one meetings.
  • Promote teamwork, accountability and a positive working environment.
  • Manage attendance, punctuality, holidays and staff performance.
  • Performance Management Monitor individual and team performance against KPIs.
  • Track key metrics such as:
  • Average Handling Time (AHT).
  • Customer Satisfaction (CSAT).
  • First Contact Resolution (FCR).
  • Quality Assurance (QA) scores.
  • Service Level and call response times.
  • Adherence to schedules and occupancy.
  • Identify performance gaps and implement improvement plans.
  • Provide regular feedback and recognise high performance.
  • Customer Service and Quality Assurance Ensure the team delivers professional, consistent and high-quality customer service.
  • Monitor calls and review interactions for quality and compliance.
  • Handle escalated customer complaints and complex queries.
  • Ensure customer issues are resolved promptly and effectively.
  • Identify recurring customer concerns and recommend service improvements.
  • Coaching, Training and Development Conduct coaching sessions to improve advisors' skills and confidence.
  • Identify training needs and organise refresher training.
  • Support new employees during onboarding and induction.
  • Develop individual performance improvement plans where necessary.
  • Identify employees with potential for career progression.
  • Operational Management Ensure adequate staffing and effective allocation of workloads.
  • Monitor call volumes, waiting times and service levels.
  • Work closely with workforce management to manage schedules and breaks.
  • Respond to unexpected increases in call volumes or staff shortages.
  • Ensure daily operations run smoothly and targets are achieved.
  • Reporting and Analysis Prepare daily, weekly and monthly performance reports.
  • Analyse KPI trends and identify areas for improvement.
  • Communicate team results, challenges and achievements to senior management.
  • Develop action plans to address underperformance.
  • Use data to improve productivity, customer experience and operational efficiency.
  • Compliance and Risk Management Ensure advisors follow company policies, procedures and scripts where required.
  • Maintain compliance with data protection requirements, including UK GDPR where applicable.
  • Ensure customer information is handled securely and confidentially.
  • Follow regulatory and industry-specific requirements.
  • Identify operational risks and escalate serious issues appropriately.
  • Employee Engagement and Wellbeing Build strong relationships with team members.
  • Maintain team morale and encourage open communication.
  • Recognise achievements and reward positive contributions.
  • Address employee concerns, conflicts and grievances fairly.
  • Support employee wellbeing and promote a healthy working environment.
  • Continuous Improvement Identify opportunities to improve call handling processes and customer journeys.
  • Reduce repeat calls, avoidable errors and unnecessary escalations.
  • Share best practices across the team.
  • Work with other departments to resolve recurring operational issues.
  • Implement changes that improve efficiency without compromising service quality.
  • Key Roles and Responsibilities
  • Team Leadership and Management
  • Lead, motivate and support a team of call centre advisors.
  • Performance Management
  • Monitor individual and team performance against KPIs.
  • Customer Service and Quality Assurance
  • Ensure the team delivers professional, consistent and high-quality customer service.
  • Coaching, Training and Development
  • Conduct coaching sessions to improve advisors' skills and confidence.
  • Operational Management
  • Ensure adequate staffing and effective allocation of workloads.
  • Reporting and Analysis
  • Prepare daily, weekly and monthly performance reports.
  • Compliance and Risk Management
  • Ensure advisors follow company policies, procedures and scripts where required.
  • Employee Engagement and Wellbeing
  • Build strong relationships with team members.
  • Continuous Improvement
  • Identify opportunities to improve call handling processes and customer journeys.

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