Assistant Manager

EXL Talent Acquisition Team; Pune District; On-site; INR 900,000 - 1,200,000; Full time

Job summary

EXL Talent Acquisition Team is seeking an Assistant Manager- Web Messaging in Pune, Maharashtra. The role focuses on people management, operational excellence, and delivering strong customer experience through Web Messaging channels.

You will lead a team of Web Messaging Advisors, drive key performance metrics, and ensure compliance with policies while fostering a culture of engagement and continuous improvement. Prior Web Chat experience is mandatory.

Qualifications

• Web Chat experience is mandatory.
• Proven ability to lead and coach a team.
• Strong communication and stakeholder management.

Responsibilities

• Lead, motivate, and develop a team of Web Messaging Advisors to achieve business objectives.
• Drive performance against key operational metrics including Productivity, Quality, CSAT, FRT, and Compliance.
• 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.

Skills

Attention To Consistency

Customer Escalations Management

Internal Communications

Interpersonal Relationship Building

Leadership Capabilities

Job description

• Job Role Back-End/ Non Voice / Customer Service -Webchat
• Experience (In Years) 0-3
• Job Location Pune, Maharashtra

Job Description

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.

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.

Qualifications

Mandatory Web Chat experience.

Required Skills

• Attention To Consistency
• Customer Escalations Management
• Internal Communications
• Interpersonal Relationship Building
• Leadership Capabilities

About Us

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com .

EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.