Assistant Manager - Blended Customer Service at EXL South Africa

Job Description

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. 

Responsibilities

Essential Functions:

• Meeting the SLA Targets
• Team management and Transaction/Call Monitoring
• Productivity Improvement and Employee engagement
• Client interaction, if required at supervisory level
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Management reporting and oversight
• Driving Quality initiatives in the process to attain measurable positive results
• Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
• Ensuring accuracy of performance reports and compliance to internal control requirements
• Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams 
• Establish an environment and work style that promotes the concept of teamwork and professional development
• Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
• Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level

Qualifications

• Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education
• Overall proven track record of 2 years of work experience in Business Process Off-shoring Team as a Team Leader/Assistant Manager