Manager

EXL Service; Pune District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

EXL Service, Pune, India, is seeking a Team Leader for voice and chat operations. The role requires guiding a team of supervisors and agents, driving performance, and ensuring quality customer interactions. You will implement SOPs, monitor KPIs, and collaborate with QA to uphold standards.

The position involves budget-aware resource planning, SPE/CRM tool usage, and reporting to senior leadership. On-site role with responsibility for maintaining service quality and customer satisfaction.

Qualifications

• Experience leading a team in a contact center environment.
• Proven ability to monitor and improve KPI metrics (CSAT, FCR, SLA).
• Strong reporting, data analysis, and decision-making skills.

Responsibilities

• Lead and manage a team of supervisors, agents, and staff for voice and chat processes.
• Identify bottlenecks and optimize workflows to meet SLAs and improve customer satisfaction.
• Track KPIs, conduct regular performance reviews, and take corrective actions.

Skills

Team leadership

Process optimization

Performance management

Customer experience

Reporting & analytics

Budget & resource management

Tools

CRM

Chat systems

Workforce management

Job description

Work Type Work from Office - Fully working from EXL/ Client offices

Organisational

Group Emerging

Sub Group Emerging Business Unit

Organization Utilities & Others

LOB Voice

SBU Operations

Country India

City Pune

Job Description

Key Responsibilities:

1. Team Leadership & Management: Manage and lead a team of supervisors, agents, and other staff involved in voice and chat processes.Provide guidance, training, and performance feedback to staff, ensuring high morale and productivity.Foster a positive and motivating work environment, encouraging continuous improvement and collaboration.
2. Process Optimization: Monitor operational performance across voice and chat processes, identifying bottlenecks and inefficiencies.Implement strategies to streamline workflows, enhance customer satisfaction, and meet service level agreements (SLAs).Develop and maintain a well-documented standard operating procedure (SOP) for voice and chat processes.
3. Performance Management: Track key performance indicators (KPIs) such as call/chat volume, response times, quality, customer satisfaction (CSAT), and first contact resolution (FCR).Conduct regular performance reviews with the team to ensure adherence to targets and identify areas for improvement.Take corrective actions as needed to address performance gaps and optimize team output.
4. Customer Experience Focus: Ensure that customer interactions (both voice and chat) are handled in a professional, efficient, and effective manner.Implement strategies to enhance the customer experience and improve customer retention.Act as an escalation point for complex customer issues that require resolution beyond frontline agents.
5. Technology & Tools Management: Oversee the use of contact center technology and platforms (e.g., CRM, chat systems, workforce management software) to ensure efficient operations.Evaluate and recommend tools and technologies to improve process efficiency, reporting, and performance monitoring.
6. Reporting & Analysis: Prepare and present regular reports on operational performance to senior leadership, highlighting trends, successes, and areas for improvement.Conduct root-cause analysis for performance issues and propose actionable solutions.Maintain a data-driven approach to decision-making, ensuring continuous improvements are made based on insights.
7. Compliance & Quality Assurance: Ensure that all operations comply with company policies, industry regulations, and legal requirements.Work closely with quality assurance teams to monitor call/chat quality and identify training needs.Develop and enforce quality standards to guarantee that agents consistently meet or exceed expectations.
8. Budget & Resource Management: Manage operational budgets, staffing requirements, and resource allocation to ensure the contact center operates within budgetary constraints.Plan for seasonal variations in call/chat volume and adjust staffing levels accordingly.