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.
We are inviting applications for the position of Assistant Manager- Web Messaging.
This is an excellent opportunity for individuals who are passionate about people management, operational excellence, customer experience, and driving team performance.
Key Responsibilities:
- Lead, motivate, and develop a team of Web Messaging Advisors to achieve business objectives.
- Drive performance against key operational metrics, including Productivity, Quality, Customer Satisfaction (CSAT), FRT, and Compliance measures.
- Conduct regular coaching sessions, feedback discussions, and performance reviews to support advisor development.
- Manage attendance, schedule adherence, and workforce optimization within the team.
- Handle customer escalations and collaborate with stakeholders to ensure timely resolution.
- Analyze performance trends and implement action plans to address gaps and improve results.
- Ensure adherence to company policies, procedures, and regulatory requirements.
- Foster a positive team culture focused on engagement, accountability, and continuous improvement.
Mandatory Web Chat experience.