Active Jobs at EXL South Africa

Job Description

• The Assistant Manager role is responsible for managing and delivering high-quality customer service within an insurance environment. The role focuses on driving team performance against Service Level Agreements (SLAs), providing supervisory support, handling escalations and complaints, and ensuring consistent quality, productivity, and compliance. The incumbent must be flexible with shift schedules based on business requirements.

Responsibilities

Team Leadership & People Management:

• Lead, manage, and motivate a team of customer care agents to achieve quality and productivity targets.
• Monitor individual and team performance, providing ongoing coaching, feedback, and performance management.
• Set clear performance goals and KPIs aligned with operational objectives.
• Conduct regular team meetings and foster an open, values-driven communication culture aligned with EXL standards.
• Implement on-floor strategies to reduce attrition and improve employee engagement and satisfaction.

Performance & Quality Management:

• Track, analyse, and report on key performance metrics and service delivery outcomes.
• Identify training needs and facilitate targeted coaching and development interventions.
• Recognise and reward high performance to drive motivation and retention.
• Ensure all customer interactions are handled professionally and in line with company policies and regulatory standards.
• Address customer complaints and escalations effectively and within agreed turnaround times.
• Maintain up-to-date knowledge of products, services, and process changes.

Operational Management: 

• Manage inbound call flows to ensure optimal coverage and service levels.
• Prepare and present performance reports to senior management.
• Support recruitment, onboarding, and integration of new agents.
• Implement continuous improvement initiatives to enhance service quality and productivity.
• Ensure compliance with EXL policies, procedures, and performance management frameworks.

Qualifications

Minimum Requirements:

• Grade 12 / Matric 
• 2+ years’ experience as a Team Leader / Assistant Manager in a BPO
• Clear credit & criminal record
• Based in Cape Town and ready to work US hours (Rotational shifts between 2pm and 3am) 
• Confident communicator, people-first leader & problem-solver extraordinaire

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Job Description

Essential Functions

• Responsible for designing new processes for QC functioning to meet client specific requirements; facilitate migrations to seamlessly set up quality compliance.
• Leads significant process improvement projects.
• Train / mentor personnel from other functions on quality tools and concepts and mentor AMs / GBs
• Responsible for ensuring ongoing compliance to quality standards based on internal as well as client requirements.
• Responsible for working closely with clients and operations team to carry out process improvement activities and facilitate best practice sharing and driving standardization.
• Perform ongoing reviews to ensure compliance to QSD to all certification and internal / client requirements.

Skills

Technical Skills

• Trained / Certified Lean Six Sigma Green Belt from a reputed organization with 7-9 years of experience
• Excellent working knowledge of MS Office, MS Excel, Power Point, Word Doc, Outlook
• Process Mapping/Value Stream Mapping
• Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred

Process Specific Skills

• Knowledge of industry domain being aligned to healthcare
• Knowledge of quality systems (ISO, COPC) preferable

Soft skills (Desired)

• Project management skills to drive improvement projects / initiatives
• Analytical skills

Soft Skills (Minimum)

Functional

• Leads engagements at vertical / program / client level
• Understands business requirements and provides appropriate solutions to benefit the business
• Has the ability to identify superior improvement opportunities
• Knowledge of quality assurance, process improvements, domain, etc
• Monitoring and Reviewing

Leadership

• Fosters a spirit of collaboration and team work
• Ability to relentlessly pursuing excellence

General

• Conformance to policies / compliances with auditing skills and eye for details
• Ability to coach and give feedback on an ongoing basis.
• Interviewing skills
• Strong written and verbal communication Skills.
• Problem solving skills
• Ability to resolve conflicts constructively and lead in a continually challenging environment

Education Requirements

• Graduate in any stream
• Exposure to quality systems (ISO, COPC, etc) preferred

Work Experience Requirements

• Minimum 8 years of total work experience with at least 2 years of relevant in BPO / ITES industry
• Minimum 5 year in the current role/assignment