Assistant Manager, Global Customer Care

Basic Function

• Oversee and manage day-to-day operations to ensure all SLA metrics are met
• Implement company policies in all areas of the operations establish goals for each team and monitor each team’s performance and compared against Key Performance Indicators.
• Recommend measures that will improve team performance and communicate clearly with Associates / Sr. Associates client expectations and accountability.
• Coordinate and participate in the completion of all production standards and / or makes recommendations for improvements in overall production, including policies and procedures.
• Recognize performers and recommend development plan for qualified performers.
• Ability to manage a US client independently
• Evolve job responsibilities and establish accountability for all production activities in consultation with respective senior management at EXL
• Screening and recruitment of production staff in consultation with HR.
• Plan staff training and development programs – both internal and external in consultation with HR, relate the same to specific job requirements and develop process to institutionalize the learning.
• Managing all employee issues / queries relating to Operations, HR, Administration, Finance etc. Build a very transparent and open work environment respecting individual initiatives and contributions.
• Completion of employee confirmation review as per standard process, Half yearly and Annual performance review, recommendations for promotions / compensation fitment etc. Timely completion of the task to be ensured.
• Authorize employee leave and holidays, plan alternate / skeleton staff deployment that would result in least disruption to customer deliverables. Implementation of all employee related policies and procedures.

Essential Functions

Primary Internal Interactions

Primary External Interactions