Assistant Manager-Back-End / Blended / Customer Service-Email + Chat + Voice

EXL; Maharashtra; On-site; INR 300,000 - 600,000; Full time

Job summary

EXL in Maharashtra is hiring for a role overseeing Calls, Chats and Email operations. You will ensure delivery of services with precision, drive SLA adherence, and coordinate across planning, MI, and onshore teams.

You will lead process improvements, monitor attendance and leaves, participate in recruitment, and support training, rewards, and performance reviews to keep the team motivated and aligned with client expectations.

Qualifications

• Experience in operating and coordinating contact center channels (calls, chats, emails).
• Strong communication and cross-functional collaboration skills.
• Ability to monitor and improve process efficiency and quality.

Responsibilities

• Manage calls, chats and emails operations efficiently to meet SLAs.
• Ensure processes are followed on the operations floor.
• Plan day-to-day activities to ensure delivery of agreed SLAs.
• Coordinate with Planning & MI for resource optimization.
• Monitor attendance, leaves, breaks, and team metrics.
• Lead process improvement initiatives to boost efficiency and quality.
• Coordinate with Training & L&D for competency development.
• Report team performance and client feedback daily.
• Assist recruitment and onboarding of new advisors.
• Implement rewards and recognition to motivate the team.
• Conduct performance appraisals and feedback sessions.

Skills

Call center operations

Team coordination

SLA management

Process improvement

Job description

Roles & Responsiblities
Manage the Calls ,Chats and Email operations with the desired efficiency and effectiveness

Roles & Responsiblities
Manage the Calls ,Chats and Email operations with the desired efficiency and effectiveness
Ensure relevant processes are followed on the operational floor
Manage day-to-day planning, thus ensuring that the teams consistently deliver the agreed SLAs
Liaise with Business Planning & MI team where required for resource planning and optimum utilization;
Manage and optimize workflows (pipeline and individual work queues)
Participate in regular calls with the client to understand expectations, seek feedback to resolve escalations and improve process performance;
Identify, facilitate and implement process improvement initiatives to improve efficiency and Quality;
Execute any relevant business transformation activities within the team;
Coordinate with the Training manager and L&D team to conduct Training needs analysis and improve team competency and skills;
Report on team performance, customer/client feedback and all daily operational activities;
Liaise, coordinate and manage relationships with other departments and onshore teams;
Monitor and manage leaves, attendance, breaks, attrition and other metrics for the team;
Co-ordinate with internal support functions to help resolve issues for the team;
Participate in the recruitment process of new advisors;
Implement the rewards and recognition program to motivate the team to perform better;
Conduct regular performance appraisals and feedback sessions for Advisors and Process Leaders
Key Result Area

• Service delivery by the team within the agreed SLA frameworks
• Ensure adherence to Standard Operating Principles
• Team attrition and other metrics to meet/exceed targets
• On-time and accurate reporting and sharing of process health
• Execution of business transformation activities within the team
• Process improvements, new business projects and other