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Vrinda Global
Assistant Manager
Vrinda Global · posted 6 months ago
Pune
About the role
Role:-
Assistant Manager
Location:
Pune – Magarpatta (Work From Office)
Shift:
UK Rotational Shift
Cab Facility:
Provided (Both Pick-up & Drop)
Experience Level:
4+ years - Assistant Manager / Team Lead – Voice
About the Role
EXL is looking for an experienced Assistant Manager – Voice to manage Voice, Chat, and Email support teams. This role involves end-to-end people management, driving team performance, handling complex customer interactions, and ensuring service excellence during US rotational shifts . The position requires close collaboration with on-shore and off-shore stakeholders to consistently deliver strong customer outcomes.
Key Responsibilities
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Lead and manage Voice, Chat, and Email teams to deliver exceptional customer experiences.
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Drive people management , including performance monitoring, coaching, and development.
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Ensure adherence to UK rotational shift schedules , night-shift operations, and WFO policies.
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Handle and resolve complex customer queries with a strong focus on quality and first-time resolution.
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Monitor, analyze, and improve key metrics such as CSAT, NPS, AHT, and SLA adherence .
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Maintain strong coordination between on-shore and off-shore teams for seamless operations.
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Ensure compliance with company policies, process guidelines, and customer expectations.
Requirements
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Excellent verbal and written communication skills .
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Proven team handling experience in Voice/Contact Center operations.
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Strong leadership and people management capabilities.
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Willingness to work US rotational shifts , including nights and weekends.
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Customer-focused mindset with high attention to service quality and detail .
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Experience in managing performance metrics and driving continuous improvement.