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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

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Performance Feedback, Voice Processes, Chat Processes, Operational Performance Monitoring, SLA Management, Standard Operating Procedure Development, Compliance, Quality Assurance, Budget Management, Resource Allocation, Staffing Management

Industry

Business Consulting and Services

Description

Key Responsibilities: 1. 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. 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.

Responsibilities

This role involves managing and leading a team of supervisors and agents across voice and chat processes, focusing on providing guidance, training, and performance feedback to maintain high productivity and morale. Key duties also include monitoring operational performance, identifying inefficiencies, implementing streamlining strategies, and developing standard operating procedures for all contact center activities.