1026834-Assistant Manager

We are looking for a level 2 Help Desk Analyst.The analyst will be responsible for driving helpdesk metrics (FCR, MTTR, CSAT, etc)Should act as a POC for escalation calls ; ;ResponsibilitiesMonitor performance and report on metricsOversee day-to-day operation, ensure SLA is met.Motivate and inspire team members, fostering a sense of collaboration and accountability.Manage Help Desk SOPS and address training needs in the team ;Clear concise communication - should have 3+ years of voice experience and 1 year in a supervisor roleAbility to work under pressure and manage multiple tasks simultaneously. ;Requirements and skillsWillingness to work in a 24 x 7 shift based scenarioTicket logging for all the issues and requests receivedIn-depth knowledge of performance metricsGood troubleshooting skillsExcellent communication and leadership skillsOrganizational and time-management skillsEXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals.