Assistant Manager Customer Service (Inbound Voice)

EXL; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

EXL Services in Pune invites a People Management Lead to guide a team of associates toward performance targets. The role emphasizes regular 1:1s, feedback, and disciplined coaching to foster engagement and a strong team culture.

You will oversee daily operations, monitor KPIs for quality, productivity, and SLA adherence, and coordinate upskilling initiatives. The ideal candidate thrives in a fast-paced delivery environment and can align staffing with business goals.

Qualifications

• Lead and develop a team of associates to meet targets.
• Conduct regular performance meetings and feedback sessions.
• Coordinate training and upskilling initiatives.
• Manage leaves, rosters, and policy compliance.

Responsibilities

• Oversee daily operations to ensure smooth workflow and target achievement.
• Monitor KPIs such as quality, productivity, efficiency, and SLA adherence.

Job description

Key Responsibilities

1. People Management Lead, motivate, and support a team of associates to achieve performance targets. Conduct regular 1:1s, feedback sessions, and performance discussions. Drive employee engagement and foster a positive team culture. Identify training needs and coordinate upskilling initiatives. Manage leaves, roster alignment, and team discipline as per company policies.

Description for Internal Candidates

Key Responsibilities 1. People Management

• Lead, motivate, and support a team of associates to achieve performance targets.
• Conduct regular 1:1s, feedback sessions, and performance discussions.
• Drive employee engagement and foster a positive team culture.
• Identify training needs and coordinate upskilling initiatives.
• Manage leaves, roster alignment, and team discipline as per company policies.

2. Operational Delivery

• Oversee daily operations to ensure smooth workflow and target achievement.
• Monitor key KPIs such as quality, productivity, efficiency, and SLA adherence.