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

Job Description

• This opportunity involves delivery to drive overall performance and manage key UK Banking and Finance voice processes. This opportunity will help with supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines.
• You will be required to be flexible regarding shift times for this process based on business need.

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 aligned to EXL values for the culture
• Performance Monitoring:
• Track and report on team performance metrics.
• Identify training needs and provide necessary coaching.
• Recognize and reward high performance.
• 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.
• Performance management
• Ensure compliance to EXL policies and procedures

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.

Qualifications

• Matric
• Minimum 2 Year Experience as Team Leader within BPO
• Availability to start 5 January 2026