3846650-Lead Assistant Manager

Department: Operations Span of Control: 20-30 Persons Reports to: Manager Responsibility Level: Lead Assistant Manager Positions reporting into this role: CCE, Sr. CCEs, IC, SMEs and Process Trainers Primary Role: - Should be open for night/rotational shifts Ensure all KPI's are met regularly Proactive communication with internal and external stakeholders on day to day issues Timely and accurate reporting of internal/external metrics Conduct reviews for team members Provide coaching and feedback to team members to enable them to improve their performance Lean / 6 Sigma Projects Performance Parameters:- Process performance - as per agreed KPIs Quality and productivity Improvement Customer Satisfaction Roles/Responsibilities:- Ability to communicate correctly (grammatically and contextually correct) and clearly. Good business writing skills Develop strong relationship with external stakeholders Manage staffing to meet shrinkage targets Improve attrition and ensure its minimum Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements. Provide coaching and feedback to team members to enable them to improve their performance. Assist new hires such that they are productive on the floor in the shortest possible time frame. Handle escalations. Provide inputs on process and system to the team members. Client Interaction, where required at the level of Supervisors. Ensure compliance with internal policies and procedures, external regulations and information security standards. Collect and provide data required for various audits. Ensure that all agents in their process know their goals and how they are linked to the Organization's quality policy. Competency and Skills:- Knowledge of the function, process and systems. Ability to use the desktop computer systems Coaching and Feedback ability. Clear written and verbal communication. Values and Behavior Customer Service Orientation. Quality Orientation. Empathy for effective on the job coaching and feedbackEXL 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.