EXL

Assistant Manager

EXL  •  Pasay, PH (Onsite)  •  2 days ago
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Job Description

Operations & Delivery

  • Manage 24×7 voice operations supporting US clients, ensuring uninterrupted service delivery.
  • Own SLAs/KPIs including AHT, TSF, CSAT, FCR, Quality, Productivity, and Compliance.
  • Drive real-time performance management in collaboration with WFM to manage volumes, shrinkage, and staffing.
  • Ensure adherence to US market compliance requirements, data privacy, and client-specific processes.

People Management

  • Lead, coach, and develop Team Leads / Supervisors and frontline agents
  • Drive a strong performance culture through regular reviews, coaching, and corrective action plans.
  • Manage attrition, engagement, attendance, and succession planning in a 24×7 setup.
  • Conduct skip-level meetings, performance calibrations, and talent development initiatives.

Quality & Customer Experience

  • Partner with Quality and Training teams to improve call quality and customer experience.
  • Analyze customer feedback, survey data, and VOC trends to identify improvement opportunities.
  • Implement corrective and preventive actions for recurring customer issues or escalations.

Stakeholder & Client Management

  • Act as a point of contact for client escalations, performance reviews, and governance calls
  • Present operational metrics, insights, and improvement plans to senior leadership and clients.
  • Collaborate cross-functionally with WFM, QA, Training, HR, IT, and Compliance teams.

Continuous Improvement & Governance

  • Drive process improvements, automation, and standardization initiatives.
  • Lead root cause analysis for SLA misses, escalations, or audit findings.
  • Ensure SOP adherence and periodic updates in line with business changes.
  • Support transitions, new scope launches, and ramp-ups.

Key Skills & Competencies

  • Strong expertise in US market voice operations
  • Proven experience managing 24×7 contact center operations
  • Excellent people leadership and stakeholder management skills
  • Strong analytical mindset with data-driven decision-making
  • Effective communication skills (verbal & written)
  • Ability to manage ambiguity and perform under pressure

Graduate 2 - 5 Years

EXL

About EXL

Choosing a digital partner is about more than capabilities — it’s about collaboration and character.

Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.

At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.

Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.

Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.

We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.

At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.

For more information, visit www.exlservice.com.

Industry
Consulting & Advisory
Company Size
10,000+ employees
Headquarters
New York, NY
Year Founded
Unknown
Website
exlservice.com
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