Assistant Manager-Customer Care Voice-Inbound

18 hours ago

Cebu City, Central Visayas, Philippines EXL Service Full time ₱2,000,000 - ₱2,500,000 per year
Job Description
  • Manage a team of Specialists
  • Results-driven leadership experience on day-to-day operations.
  • Strong team player with a demonstrated ability to lead and motivate teams towards shared goals.
  • Forecasts and manages staffing levels and capacities at team level achieving target shrinkage targets, absenteeism, and attrition.
  • Excellent organizational skills with the ability to manage own workload and deliverables, with sense of urgency and ability to prioritize and multi-task.
  • Strong interpersonal skills with the ability to forge strong relationships with key stakeholders, team members, and managers.
  • Align company priorities and strategies to employee metrics and goals, evaluate employee performance and progress, and strive to recognize, encourage, and improve team performance to support organizational business targets, supporting inclusive work environments.
  • Effective root cause analysis and analytics to supplement coaching methodologies to drive results to key performance metrices.
  • Powerful communication skills to articulate clearly and confidently on complex processes in a way that would be easily understood.
  • Outstanding client service skills through NPS and its driver indices, compliance, and efficiency metrics delivering best in class experience for all our clients, with full understanding of the complexity of their concerns.
  • Competency to get up to speed quickly with new or unfamiliar subject matter and work under pressure with fixed timelines.
  • Work with Workforce Management, Helpdesk, Quality Team, Business Intelligence, and other internal groups to successfully drive service delivery.
  • Proactive provide value-add to the business by understanding and telling the story behind the numbers through analysis and insights.
  • Assist the managers with deep dive discussions and remediation of top pain points to help improve performance, including bridging gaps of performance.
  • Ability to directly address conflicts and escalate issues where appropriate, including managing difficult conversations with team members.
  • Strong problem-solving aptitude and idea generation, with the ability to from conceptualization to execution of action plans.
  • Develop and execute sound action plans that will result to outstanding results in key performance measures.
  • Participate in training sessions and professional development activities to enhance knowledge and skills relevant to wealth management, financial planning, and client service.
Responsibilities
  • Manage a team of Specialists
  • Results-driven leadership experience on day-to-day operations.
  • Strong team player with a demonstrated ability to lead and motivate teams towards shared goals.
  • Forecasts and manages staffing levels and capacities at team level achieving target shrinkage targets, absenteeism, and attrition.
  • Excellent organizational skills with the ability to manage own workload and deliverables, with sense of urgency and ability to prioritize and multi-task.
  • Strong interpersonal skills with the ability to forge strong relationships with key stakeholders, team members, and managers.
  • Align company priorities and strategies to employee metrics and goals, evaluate employee performance and progress, and strive to recognize, encourage, and improve team performance to support organizational business targets, supporting inclusive work environments.
  • Effective root cause analysis and analytics to supplement coaching methodologies to drive results to key performance metrices.
  • Powerful communication skills to articulate clearly and confidently on complex processes in a way that would be easily understood.
  • Outstanding client service skills through NPS and its driver indices, compliance, and efficiency metrics delivering best in class experience for all our clients, with full understanding of the complexity of their concerns.
  • Competency to get up to speed quickly with new or unfamiliar subject matter and work under pressure with fixed timelines.
  • Work with Workforce Management, Helpdesk, Quality Team, Business Intelligence, and other internal groups to successfully drive service delivery.
  • Proactive provide value-add to the business by understanding and telling the story behind the numbers through analysis and insights.
  • Assist the managers with deep dive discussions and remediation of top pain points to help improve performance, including bridging gaps of performance.
  • Ability to directly address conflicts and escalate issues where appropriate, including managing difficult conversations with team members.
  • Strong problem-solving aptitude and idea generation, with the ability to from conceptualization to execution of action plans.
  • Develop and execute sound action plans that will result to outstanding results in key performance measures.
  • Participate in training sessions and professional development activities to enhance knowledge and skills relevant to wealth management, financial planning, and client service.
Qualifications
  • Successful team management experience of at least 5 years
  • Proven track record of managing workload, producing high-quality outputs, and driving impactful action plans.
  • Proven leadership qualities, including effective communication, conflict resolution, and decision-making skills.
  • At least 5 years of inbound client service experience from global banking operations required
  • At least 2 years of college degree BS / BA (72 units)
  • Willing to work 100% onsite in Cebu
  • Willing to work night shift (North America Hours), weekends and shifting schedule as needed by the business
Desired additional qualifications:
  • Brokerage operations experience, Accounting / Finance / Economics / Investment Banking / Capital Markets, or relevant experience
  • Active FINRA Series 6 / Series 7 / Series 99 as an added advantage for the role
  • Experience in Microsoft Office including MS Excel, MS Word, and relevant digital tools
  • May be required to be registered, certified, or licensed in a specialty area.
About Us

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

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.

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