Senior Manager-Customer Care Voice-Inbound

Support and track the delivery of performance aligned with client expectations

· Lead a team with of Managers, and Supervisors in day-to-day functions, including directing, planning, supervising

and evaluating the work for assigned staff. Coordinates workflow to achieve the volume expected to meet

operational requirements.

· Plan and lead the execution of employee engagement, rewards and recognition to help drive performance and

mitigate attrition.

· Develop staff by assessing leadership competencies and promote training and career planning, coaches

employees for career development. Provides inputs into hiring decisions.

· Monitor performance of each business unit according to established standards. Provides performance feedback;

prepares fair, accurate, thorough performance reviews.

· Accountable for meeting business goals and coordinates with other units to ensure alignment of processes to

minimize revenue loss.

· Develops relationships and communicates issues of importance within the department and/or business unit.

· Recognize and recommend operational improvement.

· Use appropriate tools to manage conflict; responds to operational issues within defined areas of responsibility

while handling special projects.

· Monitor and ensure compliance with department, business unit, and regulatory company standards and

practices.

· Identify internal and external resources to achieve established business goals within specified parameters;

manages expenses in compliance with financial practices and standards.

 

Data Analysis and Reporting:

   Analyze and interpret complex data sets to provide insightful reports for management.

   Generate regular and ad-hoc reports as per organizational requirements.

   Ensure data accuracy and integrity in all reports. 

Database Management:

   Maintain and update databases, ensuring data consistency and completeness.

   Regularly review and cleanse databases to eliminate errors and discrepancies.

System Integration 

   Collaborate with IT teams to integrate MIS with existing systems for seamless data flow.

   Troubleshoot and resolve any system-related issues affecting data accuracy.

Process Improvement: 

   Identify opportunities for process improvement in data collection, analysis, and reporting.

   Implement changes to enhance efficiency and effectiveness of MIS operations.

Communication:

   Liaise with cross-functional teams to gather data requirements and ensure alignment with organizational goals.

   Communicate MIS findings and insights clearly to both technical and non-technical stakeholders.

 Training and Support:

   Provide training and support to end-users on MIS tools and systems.

   Address user queries and ensure a smooth user experience.

 

EXL (Nasdaq: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 55,000 employees spanning six continents. For more information, visit  www.exlservice.com.

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com.

EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.