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Assistant Manager-Customer Care Voice-Inbound at EXL Talent Acquisition Team
, , Philippines -
Full Time

Start Date

Immediate

Expiry Date

15 Mar, 26

Salary

0.0

Posted On

15 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Team Management, Performance Analysis, Data Analysis, Process Improvement, Client Collaboration, Service Level Agreement, Reporting, Transaction Monitoring

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 representatives handling emails, chats, and calls while driving overall performance. Responsible for monitoring transactions and producing reports to gauge process performance.