EXL·1 month ago
1 month ago
Assistant Manager-Customer Service
Sign up free to see how well your resume matches this role.
About this role
Key Responsibilities
- Lead and manage a team of Analysts and Senior Analysts handling travel voice operations
- Drive team performance to meet SLAs, KPIs, and quality benchmarks
- Monitor real-time operations, queue management, and workforce productivity
- Coach, mentor, and develop team members through regular feedback and training
- Handle customer and client escalations with ownership and timely resolution
- Ensure adherence to travel policies, processes, and compliance standards
- Collaborate with internal stakeholders (Training, QA, WFM, Ops) for continuous improvement
- Analyze performance metrics and implement action plans to improve efficiency and CSAT
- Support hiring, onboarding, and capability building of the team
- Drive engagement and retention initiatives within the team
Company
EXL
Delhi NCR, India
Company facts come from this company's own listings. We only show what the postings themselves carry.