Key Responsibilities: 1. Team Leadership & Management: Manage and lead a team of supervisors, agents, and other staff involved in voice and chat processes. Provide guidance, training, and performance feedback to staff, ensuring high morale and productivity. Foster a positive and motivating work environment, encouraging continuous improvement and collaboration. Optimization: Monitor operational performance across voice and chat processes, identifying bottlenecks and inefficiencies. Implement strategies to streamline workflows, enhance customer satisfaction, and meet service level agreements (SLAs). Develop and maintain a well-documented standard operating procedure (SOP) for voice and chat processes.
3. Performance Management: Track key performance indicators (KPIs) such as call/chat volume, response times, quality, customer satisfaction (CSAT), and first contact resolution (FCR). Conduct regular performance reviews with the team to ensure adherence to targets and identify areas for improvement. Take corrective actions as needed to address performance gaps and optimize team output. 4. Customer Experience Focus: Ensure that customer interactions (both voice and chat) are handled in a professional, efficient, and effective manner. Implement strategies to enhance the customer experience and improve customer retention. Act as an escalation point for complex customer issues that require resolution beyond frontline agents. 5. Technology & Tools Management: Oversee the use of contact center technology and platforms (e.g., CRM, chat systems, workforce management
Bachelor Degree Min 8 years
7. Compliance & Quality Assurance: Ensure that all operations comply with company policies, industry regulations, and legal requirements. Work closely with quality assurance teams to monitor call/chat quality and identify training needs. Develop and enforce quality standards to guarantee that agents consistently meet or exceed expectations. 8. Budget & Resource Management: Manage operational budgets, staffing requirements, and resource allocation to ensure the contact center operates within budgetary constraints. Plan for seasonal variations in call/chat volume and adjust staffing levels accordingly.
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.
