Senior Manager-Customer Care Voice-Simple/Medium

Will lead and manage end-to-end service delivery for a US-based client, ensuring operational excellence in a fast-paced contact center environment. The role is responsible for strategic planning, team leadership, performance management, and client engagement. The ideal candidate will bring a strong track record in customer service, process optimization, and team development.

Key Responsibilities:

• Lead daily operations for voice/non-voice processes across multiple lines of business.
• Ensure consistent delivery of KPIs including AHT, CSAT, NPS, FCR, SLA, QA scores, etc.
• Work closely with US client stakeholders to understand evolving business needs and provide strategic solutions.
• Drive initiatives for continuous process improvement, automation, and cost optimization.
• Lead, mentor, and develop a team of Operations Managers, Team Leaders, and frontline agents.
• Implement and monitor workforce management, staffing plans, and shrinkage controls.
• Partner with Quality, Training, and WFM teams to drive high performance and engagement.
• Prepare and present business reviews, reports, and insights to internal and external stakeholders.
• Manage escalations, crisis situations, and ensure customer satisfaction standards are maintained.
• Ensure compliance with client policies, data privacy, and local labor regulations.

Qualifications:

• Bachelor’s Degree (Master’s or MBA preferred)
• 10+ years of experience in BPO/contact center industry, with at least 3–5 years in a senior leadership role
• Strong exposure to US clients and understanding of cultural nuances
• Proven track record in managing large teams (150+ FTEs) and delivering on KPIs
• Excellent communication, stakeholder management, and analytical skills
• Knowledge of contact center tools (Genesys, Avaya, Salesforce, NICE, etc.) is a plus
• Lean Six Sigma certification is an advantage

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.