AssistantManager

EXL Talent Acquisition Team; Muntinlupa; On-site; PHP 60,000 - 90,000; Full time

Job summary

EXL Talent Acquisition Team in Manila region seeks an Assistant Manager (B1) to lead a team of Customer Service Representatives handling voice-based customer interactions in dental insurance operations. You will drive daily performance, achieve service level targets, and deliver a positive customer experience.

You will provide hands-on leadership through coaching, real-time floor support, and performance management while addressing escalations and ensuring compliance with data privacy standards.

Qualifications

• Experience leading a customer service team in voice-based environments.
• Strong coaching and performance-management skills.
• Knowledge of data privacy and compliance relevant to customer service.

Responsibilities

• Lead a team of Customer Service Representatives handling voice-based customer interactions.
• Drive daily performance and ensure service level, quality, and productivity targets.
• Provide hands-on leadership through coaching and real-time floor support.
• Address escalations and resolve complex customer concerns.
• Ensure adherence to process guidelines, compliance standards, and data privacy.
• Partner with Quality, Training, and Workforce teams to drive continuous improvement.

Skills

Team leadership

Coaching

Performance management

Customer service

Job description

The Assistant Manager (B1) is responsible for leading a team of Customer Service Representatives handling voice-based customer interactions within dental insurance operations. The role focuses on driving daily performance, ensuring achievement of service level, quality, and productivity targets, and delivering a positive customer experience.

The Assistant Manager provides hands-on leadership through coaching, real-time floor support, and performance management, while addressing escalations and resolving complex customer concerns. The role also ensures adherence to process guidelines, compliance standards, and data privacy requirements.

In partnership with Quality, Training, and Workforce teams, the Assistant Manager drives continuous improvement, supports capability development, and reinforces a culture of accountability and service excellence. This role reports to the Lead Assistant Manager and serves as a key contributor to operational success and team engagement.