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