Operations Assistant Manager - EXL QC

EXL Service Philippines, Inc.; Quezon City; Presencial; PHP 500.000 - 900.000; Jornada completa

Descripción de la vacante

EXL Service Philippines, Inc. is seeking a capable team leader to manage groups and ensure Service Level and quality targets are met within a dynamic contact center.

You will collaborate with the client’s Partnering Performance team to relentlessly deliver solutions that support evolving customer needs and drive an exceptional customer service culture. You will monitor transactions, take corrective steps, coach and develop staff, and contribute inputs on processes and systems.

Formación

• Experience leading teams in a service/solutions environment is preferred.
• Strong communication skills and ability to coach staff to meet targets.
• Proficiency with MS Office and reporting tools; attention to detail is essential.

Responsabilidades

• Manage teams and ensure Service Level and quality targets are met.
• Collaborate with client’s Partnering Performance team to deliver solutions for evolving customer needs and exceptional service culture.
• Monitor transactions and implement corrective steps or incremental improvements.

Conocimientos

Team management

Coaching and feedback

Communication

MS Office

Insurance knowledge

Planning

Time management

Reporting

Customer service

Attention to detail

Herramientas

MS Excel

PowerPoint

Outlook

Word

Descripción del empleo

Essential Functions:

• Manage teams and ensure Service Level and quality targets are met

• Collaborate with client’s Partnering Performance team to relentlessly deliver solutions that will serve evolving customer needs and drive an exceptional customer service culture

• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements

• Monitor team performance and display a clear level of understanding of all performance reporting

• Assist new hires such that they are productive on the floor in the shortest possible time frame

• Provide coaching and feedback to team members to enable them to improve their performance

• Provide inputs on process and system to the team members

• Manage the team’s adherence to rostered schedules through real time monitoring

• Ability to manage difficult conversations, irate customers and escalations

• Client interaction, where required at the level of supervisors

• Effectively manage queue and balancing of work loads

• Motivate team members, manage absenteeism and attrition by building a resilient, engaged team, with a culture of innovation and continuous improvement

• Leads and advocates change when necessary, supporting positive outcomes from change, including supporting the team through change

Skills:

• Knowledge of the function, process and systems

• Attention to detail while reviewing tasks/instructions, preparing monthly reports, reviewing process performance etc.

• Team management, Coaching and feedback ability

• Excellent written and verbal communication

• Knowledge of the Insurance industry

• Excellent comprehension skills – read and interpret business requirements

• Working knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook

• Planning skills - ability to prioritize tasks and deliver per deadlines

• Adherence to EXL and client policies, code of conduct

• Efficient with Time management