Assistant Manager-Back-End / Blended / Customer Service- Email + Chat + Voice at EXL South Africa

Job Description

• The Assistant Manager is responsible for supervising, training, and guiding a team of agents. The role involves monitoring performance, ensuring customer satisfaction, and implementing strategies to improve service quality and efficiency.

Responsibilities

Role/Responsibility: 

• Manage teams and ensure quality and productivity targets are met
• Develop strategies on the floor for reducing attrition and improving employee satisfaction

Team Management:

• Lead and manage a team of agents.
• Monitor and evaluate agent performance, providing coaching and feedback.
• Set clear team goals and Key Performance Indicators (KPIs).
• Conduct regular team meetings and create an open communication environment.

Performance Monitoring:

• Track and report on team performance metrics.
• Identify training needs and provide necessary coaching.
• Recognize and reward high performance.

Customer Service:

• Ensure all calls are handled professionally and in accordance with company guidelines.
• Address and resolve customer complaints and issues promptly.
• Maintain up-to-date knowledge of products and services.

Operational Duties:

• Manage the flow of inbound and/or outbound calls.
• Prepare and deliver performance reports to upper management.
• Participate in the recruitment and hiring process of new agents.
• Implement strategies to improve quality and productivity.

Training and Development:

• Train and onboard new team members.
• Ensure all team members understand and follow company policies and procedures.
• Organize team-building activities to foster a positive work environment.

Process/Functional level data collation and reporting to Internal and External clients:

• Preparation, submission and presentation of various reports for the processes on agreed service level metrics with client.
• Regular maintenance of functional MIS and prepare performance analysis.
• Analyzing data and deriving meaningful results for the use of management in decision-making.
• Ensure accurate, timely and efficient reporting of Weekly, Monthly and Quarterly reports.
• Ensure compliance to client and organizational policies and procedures in respect of reporting.
• Maintain and develop the processes to ensure optimum automation of reports.
• Liaison effectively with leadership team, proving to be an effective and dependable support mechanism.
• Regular audit of reports from operations, preparation of audit reports and highlighting the procedures not being followed. 
• Should show sufficient flexibility and urgency to handle pressure in a cross-cultural environment. 

Qualifications

Education Requirements:

• Grade 12

Work Experience Requirements:

• Minimum of 3 years operations work experience within a BPO/ Offshoring team

 Competencies & Skills:

• Prior BPO Assistant Manager experience (compulsory)
• People management and leadership skills  Reasonable level of business perspective regarding the internal functioning
• Appreciation of the domain needs of the process and its key drivers
• Good Client facing skills

Values & Behavior:

• Output driven mindset, determined, resilient, perseverant and persistent
• Customer Service Orientation
• Quality Orientation
• People & performance oriented