Assistant Manager - Operations | EXL QC

About the role

Manage team handling Inbound Calls for policy servicing & updating client system with changes required for multiple insurance policies. Support client's strategy by driving service excellence through effective management of an inbound customer contact center team, across multiple brands and products.

Key responsibilities

• Manage teams and ensure Service Level and quality targets are met
• Collaborate with client's Partnering Performance team to relentlessly deliver solutions that will serve evolving customer needs and drive an exceptional customer service culture
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
• Monitor team performance and display a clear level of understanding of all performance reporting
• Assist new hires such that they are productive on the floor in the shortest possible time frame
• Provide coaching and feedback to team members to enable them to improve their performance
• Manage the team's adherence to rostered schedules through real time monitoring
• Effectively manage queue and balancing of work loads
• Motivate team members, manage absenteeism and attrition by building a resilient, engaged team, with a culture of innovation and continuous improvement
• Leads and advocates change when necessary, supporting positive outcomes from change, including supporting the team through change

About you

• Knowledge of the function, process and systems
• Attention to detail while reviewing tasks/instructions, preparing monthly reports, reviewing process performance
• Team management, Coaching and feedback ability
• Excellent written and verbal communication
• Knowledge of the Insurance industry
• Excellent comprehension skills – read and interpret business requirements
• Working knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook
• Planning skills - ability to prioritize tasks and deliver per deadlines
• Adherence to EXL and client policies, code of conduct
• Efficient with Time management
• Graduate with at least fifteen (15) years of education in any discipline
• Minimum 2-years' experience in Leadership role in BPO voice operations; Insurance experience preferred