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

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

03 Jun, 26

Salary

0.0

Posted On

05 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Performance Feedback, Process Optimization, SLA Management, SOP Development, KPI Tracking, Quality Assurance, Budget Management, Resource Allocation, Voice Processes, Chat Processes, Customer Satisfaction, Staff Management, Compliance, Training

Industry

Business Consulting and Services

Description

Team Leadership & Management: Manage and lead a team of supervisors, agents, and other staff involved in voice and chat processes. Provide guidance, training, and performance feedback to staff, ensuring high morale and productivity. Foster a positive and motivating work environment, encouraging continuous improvement and collaboration. 2. Process Optimization: Monitor operational performance across voice and chat processes, identifying bottlenecks and inefficiencies. Implement strategies to streamline workflows, enhance customer satisfaction, and meet service level agreements (SLAs). Develop and maintain a well-documented standard operating procedure (SOP) for voice and chat processes. 3. Performance Management: Track key performance indicators (KPIs) such as call/chat volume, response times, quality, customer satisfaction (CSAT), and first contact

Responsibilities

This role involves managing and leading a team of supervisors and agents across voice and chat operations, focusing on providing guidance, training, and performance feedback to maintain high morale and productivity. Key duties include monitoring operational performance, identifying bottlenecks, implementing process optimizations to meet SLAs, and ensuring compliance with quality standards.