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Assistant Manager Operations (voice - Quality team Lead)

Gurgaon, Delhi-NCR

EXL Service

Job Description

Manage teams and ensure quality and productivity targets are met
Motivate team members and control attrition
Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
Provide coaching and feedback to team members to enable them to improve their performance
Assist new hires such that they are productive on the floor in the shortest possible time frame
Handle escalations
Provide inputs on process and system to the team members
Client Interaction, where required at the level of Supervisors
Ensure compliance with internal policies and procedures, external regulations and information security standards
Collect and provide data required for various audits like ISO/COPC etc.
Ensure that all agents in their process know their goals and how they are linked to the Organizations quality policy
Effectively manage queue and balancing of work loads

Company Description

EXL Service is a provider of decision-analytics,operation management,outsourcing and... transformation services.  Read full description

Additional Information

Last updated:
Job type:
Full time
Position type:
Minimum experience:
Between three and five years
Compulsory Education
Jobs in Customer Service / Call Centre / Operations / Data Entry
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