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

City of Cebu, Cebu, Philippines -

Full Time

Start Date

Immediate

Expiry Date

26 Apr, 26

Salary

0.0

Posted On

26 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Team Management, Forecasting, Organizational Skills, Interpersonal Skills, Performance Evaluation, Root Cause Analysis, Communication Skills, Client Service, Problem Solving, Action Planning, Training, Analytics, Conflict Resolution, Stakeholder Management, Multi-tasking

Industry

Business Consulting and Services

Description

Manage a team of 15 - 18 Specialists Results-driven leadership experience on day-to-day operations. Strong team player with a demonstrated ability to lead and motivate teams towards shared goals. Forecasts and manages staffing levels and capacities at team level achieving target shrinkage targets, absenteeism, and attrition. Excellent organizational skills with the ability to manage own workload and deliverables, with sense of urgency and ability to prioritize and multi-task. Strong interpersonal skills with the ability to forge strong relationships with key stakeholders, team members, and managers. Align company priorities and strategies to employee metrics and goals, evaluate employee performance and progress, and strive to recognize, encourage, and improve team performance to support organizational business targets, supporting inclusive work environments. Effective root cause analysis and analytics to supplement coaching methodologies to drive results to key performance metrices. Powerful communication skills to articulate clearly and confidently on complex processes in a way that would be easily understood. Outstanding client service skills through NPS and its driver indices, compliance, and efficiency metrics delivering best in class experience for all our clients, with full understanding of the complexity of their concerns. Competency to get up to speed quickly with new or unfamiliar subject matter and work under pressure with fixed timelines. Work with Workforce Management, Helpdesk, Quality Team, Business Intelligence, and other internal groups to successfully drive service delivery. Proactive provide value-add to the business by understanding and telling the story behind the numbers through analysis and insights. Assist the managers with deep dive discussions and remediation of top pain points to help improve performance, including bridging gaps of performance. Ability to directly address conflicts and escalate issues where appropriate, including managing difficult conversations with team members. Strong problem-solving aptitude and idea generation, with the ability to from conceptualization to execution of action plans. Develop and execute sound action plans that will result to outstanding results in key performance measures. Participate in training sessions and professional development activities to enhance knowledge and skills relevant to wealth management, financial planning, and client service. EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com. EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.

Responsibilities

Manage a team of 15 - 18 Specialists and oversee day-to-day operations. Align company priorities with employee metrics and evaluate performance to improve team outcomes.