The Assistant Manager (B1) is responsible for leading a team of Customer Service Representatives handling voice-based customer interactions within dental insurance operations. The role focuses on driving daily performance, ensuring achievement of service level, quality, and productivity targets, and delivering a positive customer experience.
The Assistant Manager provides hands-on leadership through coaching, real-time floor support, and performance management, while addressing escalations and resolving complex customer concerns. The role also ensures adherence to process guidelines, compliance standards, and data privacy requirements.
In partnership with Quality, Training, and Workforce teams, the Assistant Manager drives continuous improvement, supports capability development, and reinforces a culture of accountability and service excellence. This role reports to the Lead Assistant Manager and serves as a key contributor to operational success and team engagement.
Responsibilities
- The Assistant Manager (B1) is an operational frontline leader responsible for managing a team of Team Leaders and/or a single functional unit within the Contact Center. This role ensures the consistent delivery of service level targets, high-quality customer experience, and day-to-day operational efficiency through effective performance management, coaching, and real-time problem resolution.
- The Assistant Manager drives team performance by closely monitoring key metrics (e.g., service level, AHT, QA, attendance), conducting regular coaching sessions, and implementing action plans to address performance gaps. The role is also accountable for maintaining discipline, reinforcing compliance to company policies, and ensuring accurate documentation of incidents and employee actions.
- This role supports workforce planning through attendance management, schedule adherence, and coordination with Workforce and Training teams to ensure staffing readiness and capability development.
- The Assistant Manager collaborates with cross-functional partners (QA, Training, Workforce, HR) to execute process improvements, quality initiatives, and engagement activities that enhance team productivity and employee experience.
- The Assistant Manager escalates risks, issues, and performance concerns to the Lead Assistant Manager, while providing timely updates and supporting the execution of strategic directives.
- This position serves as a foundational leadership role, building strong people management skills and preparing for broader operational ownership as a Lead Assistant Manager, with increasing accountability for business outcomes and decision-making.
Qualifications
Philippines:
● HS or SHS graduate or at least 2nd year in college no back subjects
Bachelor’s degree preferred; equivalent experience may be considered.
About UsSkills Required
- High school or senior high school graduate, or at least second-year college student with no back subjects
- Bachelor's degree
- Equivalent experience may be considered
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.
