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Assistant Manager

Assistant Manager

EXL

1 - 5 years

3 - 7 Lacs

pune

Posted:4 weeks ago| Platform:

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Skills Required

team management compliance complaint handling focus customer service customer complaints management customer experience monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

The FPOC Complaints Team Lead will manage a team handling all first-contact customer complaints
This role is responsible for ensuring high-quality customer service, managing team performance, coaching and developing associates, and maintaining adherence to internal policies and regulatory requirements The role requires flexibility to work night and overnight shifts to provide leadership coverage

Graduate

Lead and manage a team of complaints associates handling first-contact customer complaints

Monitor and drive team performance, ensuring KPIs, quality, and service standards are consistently met

Coach, develop, and motivate associates, addressing performance issues promptly and constructively

Allocate workload and manage shifts to ensure sufficient coverage, including night and overnight hours

Review complaint handling processes and recommend improvements to enhance efficiency and customer experience

Maintain accurate records and reports on team performance, complaint trends, and process issues

Ensure compliance with company policies, regulatory standards, and internal complaint handling procedures

Act as escalation point for complex or sensitive complaints and provide guidance to the team

Foster a positive and collaborative team environment focused on accountability and customer resolution

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EXL

Business Process Management / Analytics

New York

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Assistant Manager