AssistantManager

ExlService Holdings, Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

ExlService Holdings, Inc. is seeking an Assistant Manager (B1) to lead a team of Customer Service Representatives handling voice-based interactions in dental insurance operations.

You will drive daily performance and ensure service levels, quality and productivity targets are met. You will coach agents, provide real-time floor support, manage escalations and address complex customer concerns while upholding data privacy and compliance standards.

Qualifications

• The candidate has experience leading voice-based customer service teams.
• Knowledge of data privacy requirements and compliance is preferred.
• Familiarity with dental insurance operations is a plus.

Responsibilities

• Lead a team of Customer Service Representatives handling voice interactions in dental insurance operations.
• Drive daily performance and ensure achievement of service levels, quality and productivity targets.
• Provide hands-on coaching, real-time floor support and performance management.
• Address escalations and resolve complex customer concerns while upholding privacy and compliance guidelines.
• Collaborate with Quality, Training and Workforce teams to drive continuous improvement and staff development.
• Report to the Lead Assistant Manager and foster engagement across the team.

Skills

Leadership

Coaching

Customer service

People management

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.