Hi All,
EXL is hiring for Operations Manager (Webchat) role at Pune.
Designation and Band Manager/ C1
Location Pune
Notice Period- Immediate
Job Description-
The Contact Center Operations Manager (Webchat) owns endtoend delivery across live chats and outbound Voice . Employee will lead multishift teams to meet SLA, quality, and customer satisfaction targets, optimise agent concurrency and productivity, and partner with WFM, QA, Product, and Automation teams to continuously improve the digital customer journey.
Key Responsibilities
- Operational Delivery
- Lead daytoday webchat operations (inbound, outbound, async messaging) across multiple queues and tiers
- Set and manage SLAs/KPIs: response time, CSAT/NPS, FCR, QA scores, concurrency, AHT, backlog, cost/interaction
- Oversee realtime queue management, capacity, and overflow routing; escalate risks and implement recovery plans
- Implement and refine routing logic, concurrency models
- Run daily huddles and liaise with WFM for daily/weekly performance reports
- Workforce Management (WFM) & Planning
- Partner with WFM on staffing plans, shrinkage assumptions, and multiskill scheduling
- Calibrate occupancy and concurrency to balance service levels with agent wellbeing
- Drive initiatives to improve adherence, utilisation, and efficiency
- Quality & Customer Experience
- Define and maintain QA frameworks tailored for written communication (tone, clarity, policy compliance)
- Conduct transcript reviews; identify coaching needs and close feedback loops
- Run VOC (Voice of Customer) programs with root cause analysis (RCA) and action plans
- People Leadership
- Manage Team Leaders/Supervisors and 3090+ agents
- Hire, onboard, and upskill teams; deliver coaching on digital etiquette, empathy, and problem solving
- Run performance management cycles, succession planning, and recognition programs
- Foster a culture of accountability, inclusion, and high performance across shifts
- Governance, Risk & Compliance
- Ensure data privacy and secure handling of PII/financial data (e.g., GDPR/DPDP)
- Maintain audit readiness: SOPs, escalation matrices, access controls, and versioned knowledge articles
- Lead incident management, RCAs, and corrective actions for service lapses
Success Metrics (KPIs)
- Customer: CSAT/NPS, FCR, Effort Score, repeat contact rate
- Speed: First Response Time, Average Handle Time, SLA attainment, backlog/abandonment
- Quality: QA scores, error/defect rate, audit findings
- Productivity: Concurrency effectiveness, occupancy, utilization, cost/interaction
- Automation: Fallback rate, selfservice adoption
- People: Attrition, absenteeism, engagement, hiring/onboarding timetoproductivity
Must Have
- 36+ years in contact center operations with 2+ years managing webchat/digital channels
- Demonstrated leadership of multishift teams and crossfunctional stakeholders
- Strong WFM understanding (forecasting, scheduling, shrinkage, adherence)
- Handson with omnichannel/contact center platforms
- Proficiency in Excel/Google Sheets
- Excellent written & verbal communication and coaching skills for textbased support
Experience creating SOPs and running RCAs
Interested candidates can share their updated CVs on mentioned email.
