Manager

EXL Service -
Gurugram, Haryana

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Job details

Full-time
8 days ago

Qualifications

Knowledge management
Management
Customer service
Call center experience
Analysis skills
Bachelor's degree
Workforce management
Leadership
Communication skills

Full job description

Job Description: The Customer Service Voice Manager is responsible for leading and managing inbound and outbound voice operations, ensuring exceptional customer service, operational efficiency, and achievement of key business metrics. The role involves team leadership, performance management, client engagement, process improvement, and driving a customer-centric culture.

Responsibilities: Lead end-to-end customer service voice operations, ensuring efficient, timely, and high-quality support to customers and internal stakeholders.
Manage team performance, productivity, staffing, coaching, and employee development to achieve business goals.
Monitor and drive key KPIs including SLA, Quality, CSAT, AHT, Productivity, Collections, and Compliance metrics.
Analyze operational trends and guide analysts in identifying business insights and improvement opportunities.
Oversee performance reporting, operational reviews, and stakeholder communications.
Drive process excellence through continuous improvement initiatives and robust process controls.
Ensure compliance with regulatory, client, and organizational requirements, including FDCPA guidelines.
Coordinate training, knowledge management, and capability-building programs for teams.
Manage customer escalations and support resolution of complex service and collections cases.
Establish customer contact, assess delinquency drivers, negotiate payment solutions, and secure account resolutions.
Monitor promise-to-pay commitments, conduct timely follow-ups, and minimize delinquency-related losses.
Review account details, verify documentation, and maintain accurate records of customer interactions and actions taken.
Partner with internal stakeholders to enhance customer experience, operational effectiveness, and business outcomes.

Qualifications: Bachelor's degree in Business, Management, or a related field
9+ years of experience in Customer Service/Collections Operations
5+ years of people management experience in voice operations
Strong knowledge of contact center metrics and workforce management
Excellent communication, stakeholder management, and analytical skills
Flexible to work in US shifts

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