Assistant Manager-Customer Care Voice-Inbound at EXL South Africa

Job Description

• Professionals in this group are responsible to manage inbound calls , queries via email and chat and customer service enquiries. Individuals identify and assess customer�s needs and work with the team to resolve issues.
• Responsibilities
• Team & Performance Management
• Lead and manage a team of agents to achieve productivity and quality targets.
• Monitor performance metrics, conduct coaching sessions, and provide constructive feedback.
• Set clear goals, KPIs, and performance expectations.
• Recognize high performance and implement strategies to reduce attrition.
• Operational Excellence
• Manage day-to-day call operations, ensuring adherence to service level agreements.
• Prepare and present performance and operational reports to management and clients.
• Participate in recruitment, onboarding, and training of new team members.
• Ensure compliance with company and client policies.
• Customer Service & Quality Assurance
• Oversee customer interactions to ensure professionalism and quality.
• Address escalations and resolve issues promptly.
• Implement process improvements to enhance service delivery.
• Reporting & Analytics
• Collate, analyze, and present process-level data for decision-making.
• Maintain MIS reports and ensure accuracy and timeliness of submissions.
• Support automation and efficiency improvements in reporting processes.

Qualifications

• Minimum Grade 12 / Diploma / Graduate (minimum 12 years of formal education).
• Utilities experience preferable
• At least 2 years’ experience in a BPO/Offshore environment in a Team Leader or Assistant Manager role.
• Strong leadership, communication, and client-facing skills.
• Solid understanding of performance management and operational excellence principles.
• Proficiency in MS Office and MIS reporting tools preferred.