Supervisor - Workforce Management | Alabang - Muntinlupa City - EXL Service Philippines, Inc.

    EXL Service Philippines, Inc.
    EXL Service Philippines, Inc. Muntinlupa City

    5 araw ang nakalipas

    Accounting / Finance
    Paglalarawan

    Job Summary:

    Lead 15–18 Specialists in daily operations. Drive performance through coaching, staffing, and collaboration. Align goals with metrics to boost results. Analyze data to improve KPIs. Communicate clearly and manage priorities under pressure. Build strong stakeholder relationships. Deliver top-tier client service via NPS and compliance. Partner with internal teams to enhance service. Address conflicts and support performance improvement. Solve problems creatively and execute action plans. Stay current through training in wealth management and client service.

    • Manage a team of Specialists
    • Results-driven leadership experience on day-to-day operations.
    • Strong team player with a demonstrated ability to lead and motivate teams towards shared goals.
    • Forecasts and manages staffing levels and capacities at team level achieving target shrinkage targets, absenteeism, and attrition.
    • Excellent organizational skills with the ability to manage own workload and deliverables, with sense of urgency and ability to prioritize and multi-task.
    • Strong interpersonal skills with the ability to forge strong relationships with key stakeholders, team members, and managers.
    • Align company priorities and strategies to employee metrics and goals, evaluate employee performance and progress, and strive to recognize, encourage, and improve team performance to support organizational business targets, supporting inclusive work environments.
    • Effective root cause analysis and analytics to supplement coaching methodologies to drive results to key performance metrices.
    • Powerful communication skills to articulate clearly and confidently on complex processes in a way that would be easily understood.
    • Outstanding client service skills through NPS and its driver indices, compliance, and efficiency metrics delivering best in class experience for all our clients, with full understanding of the complexity of their concerns.
    • Competency to get up to speed quickly with new or unfamiliar subject matter and work under pressure with fixed timelines.
    • Work with Workforce Management, Helpdesk, Quality Team, Business Intelligence, and other internal groups to successfully drive service delivery.
    • Proactive provide value-add to the business by understanding and telling the story behind the numbers through analysis and insights.
    • Assist the managers with deep dive discussions and remediation of top pain points to help improve performance, including bridging gaps of performance.
    • Ability to directly address conflicts and escalate issues where appropriate, including managing difficult conversations with team members.
    • Strong problem-solving aptitude and idea generation, with the ability to from conceptualization to execution of action plans.
    • Develop and execute sound action plans that will result to outstanding results in key performance measures.
    • Participate in training sessions and professional development activities to enhance knowledge and skills relevant to wealth management, financial planning, and client service.

    Qualifications:

    • Successful team management experience of at least 5 years
    • Proven track record of managing workload, producing high-quality outputs, and driving impactful action plans.
    • Proven leadership qualities, including effective communication, conflict resolution, and decision-making skills.
    • At least 5 years of inbound client service experience from global banking operations required
    • At least 2 years of college degree BS / BA (72 units)
    • Willing to work 100% onsite in Alabang
    • Willing to work night shift (North America Hours), weekends and shifting schedule as needed by the business
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