International BPO/Call center:-The Operations -Manager is accountable for meeting end-to-end delivery of the voice operations for the assigned business and consistently meet all contractual SLAs/KPIs, while managing client communication on performance. The role requires the candidate to be a Team Player and work closely with counterpart in Philippines and other related locations business has extension.This role reports to Assistant Vice President/ Vice President hence robust communication and strategy plan requires the candidate to play an important role as a team player.
Service delivery ownership Ensure end-to-end delivery and achievement of SLAs/KPIs (Quality, AHT, FCR, CSAT/NPS, Productivity, Attendance/Adherence, Attrition, Financials).
Daily operations governance Run day plans, huddles, tracking, and control checks; manage queues, staffing needs, and real-time performance with WFM/Planning.
Team leadership Set goals for Team Leaders/AMs, drive performance management, coaching, mentoring, and succession planning.
Client management Handle client communication, prepare dashboards, and lead weekly/monthly/quarterly business reviews; manage escalations and ensure closure with action plans.
Quality & compliance Ensure audit readiness, regulatory adherence, process documentation, and confidentiality of customer/member data.
Continuous improvement Identify trends, conduct RCA, implement corrective/preventive actions, and drive productivity/quality improvements (Lean/Six Sigma mindset helps).
Cross-functional coordination Work closely with Training, Quality, HR, IT, Analytics, and other sites/locations to ensure stable operations and transitions.
Team Build- Hire Right Talents based on assessment and logical reasoning of skill based talents, Nurture ,coach and make them Voice Business ready. Plan future readiness along with inhouse learning & development
People engagement & retention Drive engagement initiatives, manage morale, address grievances, and reduce attrition through recognition and development.
Project/transition management Support migrations, new launches, change requests, digital/analytics interventions, and any special projects assigned by leadership.
Reporting & communication Create accurate reports, present insights clearly to leadership and clients, and maintain strong written/verbal communication discipline.
Recognizes trends in data to plan future projects and strategies, monitors the daily operations of the utilization management business.
Call Coach- Ability to design scripts that meets all quality parameters and coach Team members to deliver professional standards.
Minimum -Bachelor’s Degree in a health care or management field, required.
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.
