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Assistant Manager

EXL

Posted 15 Oct 2026

PuneHigh payGreat Place to Work
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The Assistant Manager (AM) is responsible for leading a team of customer support executives across Chat, Email, and Voice channels. This role focuses on building high-performing teams, ensuring service excellence, driving operational efficiency, and meeting both qualitative and quantitative business KPIs. The AM plays a key role in coaching, mentoring, performance management, workforce alignment, SLA adherence, and continuous process improvement.

Responsibilities

  • Performance Management
    • Track and manage individual and team performance against defined KPIs (AHT, CSAT, QA, Productivity, Utilization, etc.).
    • Conduct monthly/quarterly performance reviews and create action plans for performance improvement.
    • Use data-driven insights to guide coaching, feedback, and performance decisions.
    • Partner with HR for performance improvement plans, rewards & recognition, and compliance with organizational guidelines.
    • Operational & Team Management
    • Oversee day-to-day operations for Chat, Email, and Voice queues to ensure smooth functioning and optimal staffing.
    • Monitor real-time performance dashboards and take corrective actions to manage volumes and workload allocation.
    • Coordinate with WFM for roster planning, shrinkage control, adherence, and schedule optimization.
    • Escalate operational risks, system issues, or challenges proactively.
    • SLA Management
    • Ensure adherence to all SLAs across response time, resolution time, AHT, contact handling efficiency, and backlog management.
    • Analyze SLA breaches and drive root-cause analysis with preventive and corrective measures.
    • Work closely with cross-functional teams to resolve process gaps impacting SLA performance.
    • Maintain governance through daily/weekly SLA performance reviews.
    •  Quality Management
    • Ensure high-quality customer interactions by collaborating with QA teams on audits, feedback loops, and training needs.
    • Analyze quality reports to identify trends, behavior patterns, and improvement opportunities.
    • Conduct refresher training, calibration sessions, and quality workshops to ensure consistent service standards.
    • Drive initiatives that improve CSAT, NPS, FCR, and other experience metrics.
    • Stakeholder & Cross-Functional Collaboration
    • Work closely with Operations Leaders, Quality, WFM, Training, and Product/Policy teams to align operational goals.
    • Drive continuous improvement projects based on customer pain points, process gaps, or agent performance needs.
    • Represent the team in internal reviews, business updates, and performance discussions.
    • Reporting & Analytics
    • Generate and review daily, weekly, and monthly reports on performance metrics.
    • Identify trends and insights to guide strategic and operational decision-making.
    • Present dashboards, RCA documents, action plans, and performance stories to leadership.

Qualifications

    • Bachelor’s degree or equivalent experience.
    • 3–5 years of experience in customer support operations, including team leadership roles.
    • Strong knowledge of Chat, Email, and Voice support workflows.
    • Experience managing KPIs such as SLA, AHT, CSAT, QA, and Productivity.