Assistant Manager
Posted Updated 1
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Referral available at EXL
An employee here can refer you. The referrer stays anonymous and reaches out to you directly if interested.
The role requires strong team and client-handling experience, sound insurance domain knowledge, effective escalation management, and the ability to coach teams, control attrition, drive process improvements, and communicate performance and risks to managers and client stakeholders.
- Manage voice operations teams and ensure achievement of SLAs, service levels, productivity, quality, customer experience, and turnaround-time targets.
- Monitor calls, transactions, queues, and performance trends on an ongoing basis and take timely corrective actions or drive incremental improvements.
- Plan staffing, schedules, break adherence, queue coverage, workload allocation, and daily operational priorities.
- Review performance dashboards and implement recovery plans for SLA, quality, productivity, or customer-experience gaps.
- Ensure effective handoffs, accurate call documentation, and timely closure of customer requests.
- 4 to 6 years of overall experience in contact center, customer service, or US Insurance operations.
- Minimum 2 to 3 years of direct team-handling or supervisory experience in a voice process.
- Experience managing operational metrics, coaching employees, controlling attrition, handling escalations, and supporting client interactions.
- Hands-on exposure to Life Insurance and/or P&C customer servicing is preferred.
- Graduate in any discipline; Business Administration, Commerce, Finance, Insurance, or a related field is preferred.
- Insurance certifications such as LOMA, AINS or equivalent will be an added advantage.