Senior Manager-Customer Care Voice-Inbound

6 days ago

Cebu City, Philippines EXL Full time
Senior Manager-Customer Care Voice-Inbound

Join to apply for the Senior Manager-Customer Care Voice-Inbound role at EXL

Senior Manager-Customer Care Voice-Inbound

1 day ago Be among the first 25 applicants

Join to apply for the Senior Manager-Customer Care Voice-Inbound role at EXL

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. Seniority level
  • Seniority level Director
Employment type
  • Employment type Full-time
Job function
  • Job function Other
  • Industries Business Consulting and Services

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