Assistant Manager
Company: EXL
Role summary
Assistant Manager is a full-time role at EXL in Pune, Maharashtra, India (on-site). Posted 2026-10-21. Experience level: 2-5.
- Job title
- Assistant Manager
- Company
- EXL
- Location
- Pune, Maharashtra, India
- Work arrangement
- on-site
- Employment type
- full-time
- Category
- Software Engineering
- Experience level
- 2-5
- Date posted
- 2026-10-21
You’ll love this Assistant Manager role if you enjoy leading teams and keeping operations running smoothly across phone, email, and chat support. It’s a great opportunity to flex your planning skills and really make an impact on team performance while working in a fast-paced, collaborative environment.
Job description
ROLES & RESPONSIBLITIES :
Manage the Calls ,Chats and Email operations with the desired efficiency and effectiveness
Ensure relevant processes are followed on the operational floor
Manage day-to-day planning, thus ensuring that the teams consistently deliver the agreed SLAs
Liaise with Business Planning & MI team where required for resource planning and optimum utilization;
Manage and optimize workflows (pipeline and individual work queues)
Participate in regular calls with the client to understand expectations, seek feedback to resolve escalations and improve process performance;
Identify, facilitate and implement process improvement initiatives to improve efficiency and Quality;
Execute any relevant business transformation activities within the team;
Coordinate with the Training manager and L&D team to conduct Training needs analysis and improve team competency and skills;
Report on team performance, customer/client feedback and all daily operational activities;
Liaise, coordinate and manage relationships with other departments and onshore teams;
Monitor and manage leaves, attendance, breaks, attrition and other metrics for the team;
Co-ordinate with internal support functions to help resolve issues for the team;
Participate in the recruitment process of new advisors;
Implement the rewards and recognition program to motivate the team to perform better;
Conduct regular performance appraisals and feedback sessions for Advisors and Process Leaders
Responsibilities
They are also expected to manage the entire issue management process for clients & ensure necessary follow up actions are taken to resolve customer issues. These professionals are required to have a broad understanding of the products/services of the organization to assist in responding to client queries.
Qualifications
Graduate 2 - 5 Years