Job Title

Hi All,EXL is hiring for Operations Manager (Webchat) role at Pune. Designation and Band – Manager/ C1Location – Pune Notice Period- Immediate Job Description-The Contact Center Operations Manager (Webchat) owns end‑to‑end delivery across live chats and outbound Voice . Employee will lead multi‑shift 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 ResponsibilitiesOperational DeliveryLead day‑to‑day webchat operations (inbound, outbound, async messaging) across multiple queues and tiersSet and manage SLAs/KPIs: response time, CSAT/NPS, FCR, QA scores, concurrency, AHT, backlog, cost/interactionOversee real‑time queue management, capacity, and overflow routing; escalate risks and implement recovery plansImplement and refine routing logic, concurrency modelsRun daily huddles and liaise with WFM for daily/weekly performance reportsWorkforce Management (WFM) & PlanningPartner with WFM on staffing plans, shrinkage assumptions, and multi‑skill schedulingCalibrate occupancy and concurrency to balance service levels with agent well‑beingDrive initiatives to improve adherence, utilisation, and efficiencyQuality & Customer ExperienceDefine and maintain QA frameworks tailored for written communication (tone, clarity, policy compliance)Conduct transcript reviews; identify coaching needs and close feedback loopsRun VOC (Voice of Customer) programs with root cause analysis (RCA) and action plansPeople LeadershipManage Team Leaders/Supervisors and 30–90+ agentsHire, onboard, and upskill teams; deliver coaching on digital etiquette, empathy, and problem solvingRun performance management cycles, succession planning, and recognition programsFoster a culture of accountability, inclusion, and high performance across shiftsGovernance, Risk & ComplianceEnsure data privacy and secure handling of PII/financial data (e.g., GDPR/DPDP)Maintain audit readiness: SOPs, escalation matrices, access controls, and versioned knowledge articlesLead incident management, RCAs, and corrective actions for service lapsesSuccess 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, self‑service adoption People: Attrition, absenteeism, engagement, hiring/onboarding time‑to‑productivityMust Have3–6+ years in contact center operations with 2+ years managing webchat/digital channels Demonstrated leadership of multi‑shift teams and cross‑functional stakeholders Strong WFM understanding (forecasting, scheduling, shrinkage, adherence) Hands‑on with omnichannel/contact center platformsProficiency in Excel/Google SheetsExcellent written & verbal communication and coaching skills for text‑based support Experience creating SOPs and running RCAsInterested candidates can share their updated CVs on mentioned email.