This role is primarily responsible for ensuring the team meets all SLAs and KPIs. The role is responsible in leading the team in observing company policies, having a stable attrition management in place as well as being the bridge between middle management and frontline staff. This role may require frequent interactions with middle managers as well as stakeholders of the same ranking.
• Oversee and manage day-to-day operations to ensure all metrics are met, revenue are maximized and monitor team performance as per agreed KPIs
• Communicate productivity expectations, balance workload (e.g., daily team meetings to discuss new updates), monitor efficiency and initiate control measures to minimize variances in workload over time
• Monitor random transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
• Ensure the team's understanding and use of information system capability and functionality
• Protect the confidentiality of client and adhere to company policies regarding confidentiality
• Provide coaching and feedback to team members to enable them to improve their performance
• Handle client feedback and escalations
• Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Establish an environment and work style that promotes the concept of teamwork, cross product integration, and continuum of care thinking that results in strong performance
• Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level
Education Requirements
University diploma/College graduate of any 4-year course or minimum of 15 years of education
Work Experience Requirements
Minimum of 1-3 years prior customer service experience
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.
