Company Overview and Culture 

For the past 20 years, EXL has worked as a strategic partner and won awards in its approach to helping its clients solve business challenges such as digital transformation, improving customer experience, streamlining business operations, taking products to market faster, improving corporate finance, building models to become compliant more quickly with new regulations, turning volumes of data into business opportunities, creating new channels for growth and better adapting to change. The business operates within four business units: Insurance, Health, Analytics, and Emerging businesses. 

Job Title: Financial Services Call Center Supervisor (Temporary, Up to 6 Months)

Location: Remote

Pay rate: $28/hr – $32/hr depending on experience and location

Shift Hours: Monday – Friday 8:00AM EST – 5:00PM EST / 10:00AM EST – 7:00PM EST

Position Overview: We are seeking an experienced and motivated Financial Services Call Center Supervisor to join our team on a temporary basis (up to 6 months).

In this fully remote role, you will be responsible for overseeing a team of up to 18 call center representatives, ensuring high-quality service delivery and compliance with industry standards. 

This position requires strong leadership skills, a deep understanding of financial services, and a commitment to fostering a positive work environment.

• Experience mentoring and managing 100% remote call center teams is a plus***

Key Responsibilities:

• Supervise and mentor a team of call center representatives, providing guidance, support, and performance feedback.
• Monitor team performance and implement strategies to improve efficiency, productivity, and customer satisfaction.
• Ensure compliance with company policies, procedures, and regulatory requirements within the financial services industry.
• Conduct regular team meetings to communicate updates, share best practices, and encourage team collaboration.
• Assist in the training and onboarding of new staff members, promoting a culture of continuous learning.
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Analyze call center metrics and prepare reports to track team performance and identify areas for improvement.
• Collaborate with management to develop and implement operational strategies that enhance service quality.

Qualifications:

• Minimum of 3 years of experience in a call center environment, with at least 1 year recently in a team lead or supervisory role.
• Strong knowledge of financial products and services.
• Excellent communication and interpersonal skills.
• Proven ability to lead and motivate a diverse team.
• Proficient in call center technology and metrics analysis.
• Strong problem-solving skills and the ability to manage conflict effectively.

EEO/Minorities/Females/Vets/Disabilities 

To view our total rewards offered click here —> https://www.exlservice.com/us-careers-and-benefits

Base Salary Range Disclaimer: The base salary range represents the low and high end of the EXL base salary range for this position. Actual salaries will vary depending on factors including but not limited to: location and experience. The base salary range listed is just one component of EXL’s total compensation package for employees. Other rewards may include bonuses, as well as a Paid Time Off policy, and many region specific benefits. 

Please also note that the data shared through the job application will be stored and processed by EXL in accordance with the EXL Privacy Policy. 

Application & Interview Impersonation Warning – Purposely impersonating another individual when applying and / or participating in an interview in order to obtain employment with EXL Service Holdings, Inc. (the “Company”) for yourself or for the other individual is a crime. We have implemented measures to deter and to uncover such unlawful conduct. If the Company identifies such fraudulent conduct, it will result in, as applicable, the application being rejected, an offer (if made) being rescinded, or termination of employment as well as possible legal action against the impersonator(s).

EXL may use artificial intelligence to create insights on how your candidate information matches the requirements of the job for which you applied. While AI may be used in the recruiting process, all final decisions in the recruiting and hiring process will be taken by the recruiting and hiring teams after considering a candidate’s full profile. As a candidate, you can choose to opt out of this artificial intelligence screening process. Your decision to opt out will not negatively impact your opportunity for employment with EXL.

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