The Assistant Manager will oversee the day-to-day operations of the Sales & Service account, ensuring delivery of key business metrics related to service levels, quality, productivity, customer experience, compliance, and employee engagement. The role involves leading team managers or associates, driving performance through coaching and development, collaborating with support functions, managing client expectations, and identifying opportunities for operational improvements. The Assistant Manager is expected to foster a high-performance culture while ensuring adherence to company policies, regulatory standards, and client requirements.
Responsibilities- Analyze operational metrics and implement action plans to address performance gaps.
- Ensure compliance with client requirements, regulatory obligations, and company policies.
- Drive quality improvement initiatives through audits, coaching, and performance reviews.
- Partner with Workforce Management, Training, Quality, HR, and other support teams to meet business objectives.
- Conduct regular performance reviews, feedback sessions, and succession planning activities.
- Manage staffing requirements, schedule adherence, attendance, and workforce utilization.
- Prepare and present business reviews, performance reports, and operational updates to leadership and clients.
- Identify process improvement opportunities and support continuous improvement initiatives.
- Handle escalations effectively and ensure timely resolution of customer and business issues.
- Foster a positive, inclusive, and engagement-focused work environment.both internal team members and external clients, necessitating strong communication skills and a collaborative spirit.
- Minimum 3-5 years of experience in BPO, customer service, sales, insurance, banking, or shared services operations.
- At least 1-2 years of people leadership experience in a Team Leader, Supervisor, SME Lead, or equivalent role.
- Experience managing KPI-driven operations and coaching teams to performance targets.
Skills Required
- 3-5 years of experience in BPO, customer service, sales, insurance, banking, or shared services operations
- 1-2 years of people leadership experience as a Team Leader, Supervisor, SME Lead, or equivalent
- Experience managing KPI-driven operations and coaching teams to performance targets
EXL Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about EXL and has not been reviewed or approved by EXL.
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Healthcare Strength — Medical plan options include HSA, HRA, and PPO choices, with additional health-related programs such as disability coverage and an employee assistance program. Feedback suggests these options provide meaningful flexibility and coverage breadth for many roles.
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Leave & Time Off Breadth — Up to 20 days of paid time off, plus federal holidays and paid sick and safe time, are highlighted. Feedback suggests this leave structure is a notable benefit alongside core compensation.
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Retirement Support — A traditional and Roth 401(k) with up to a 3% company match and full vesting after one year is described. Feedback suggests this match and vesting timeline help bolster long-term savings.
EXL Insights
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
