Opportunity brief
EXL is hiring for the role of Assistant Manager - Voice Customer Service!
Responsibilities of the Candidate:
- Lead, motivate and support a team of call centre advisors; set clear performance targets.
- Monitor KPIs such as AHT, CSAT, FCR and QA scores, and identify improvement plans.
- Handle escalated customer complaints and coach advisors; manage staffing and schedules.
- Prepare daily, weekly and monthly performance reports and drive process improvements.
Requirements:
- Bachelor's degree.
- Experience in call centre team management and KPI reporting (per the JD).