You will be required to be flexible regarding shift times for this process based on business need.
Role/Responsibility
- Manage teams and ensure quality and productivity targets are met
- Develop strategies on the floor for reducing attrition and improving employee satisfaction Team Management:
- Lead and manage a team of agents.
- Monitor and evaluate agent performance, providing coaching and feedback.
- Set clear team goals and Key Performance Indicators (KPIs).
- Conduct regular team meetings and create an open communication environment aligned to EXL values for the culture
- Track and report on team performance metrics.
- Identify training needs and provide necessary coaching.
- Recognize and reward high performance.
- Ensure all calls are handled professionally and in accordance with company guidelines.
- Address and resolve customer complaints and issues promptly.
- Maintain up-to-date knowledge of products and services.
- Performance management
- Ensure compliance to EXL policies and procedures
- Manage the flow of inbound and/or outbound calls.
- Prepare and deliver performance reports to upper management.
- Participate in the recruitment and hiring process of new agents.
- Implement strategies to improve quality and productivity.
