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Assistant Manager-Customer Care Voice-Inbound at EXL Talent Acquisition Team

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

09 Jun, 26

Salary

0.0

Posted On

11 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Team Management, Performance Management, Supervisory Support, Transaction Monitoring, Service Level Agreement, Reporting, Data Analysis, Process Improvement, Client Relationship Management, Decision Making, Accountability, Sales Environment, Training, Presentation Skills, Teamwork

Industry

Business Consulting and Services

Description

Manage a team of representatives (managing emails, chats and calls) and drive overall performance for his/her team. Responsible for supervisory support through transaction monitoring and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance. Steer process meetings / calls to a logical conclusion. Analyze data and come up with recommendable action to meet and exceed performance requirement. Recommend necessary process changes to improve team performance. Collaborate with support and enabling teams to ensure service delivery that will benefit the program. Collaborate and maintain excellent relationship with the clients.

Responsibilities

Manage a team of customer care representatives handling emails, chats, and calls, driving team performance and ensuring adherence to Service Level Agreement targets through transaction monitoring and data analysis. Recommend process changes and collaborate with support teams to enhance service delivery and maintain client relationships.