Assistant Manager-Customer Care Voice-Inbound

EXL South Africa; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading customer service provider in Cape Town is seeking an Assistant Manager for Customer Care Voice processes. The role involves managing teams, ensuring targets are met, and addressing customer issues. Candidates should have a Matric certificate and at least 2 years of BPO team leader experience. Availability to start on 5 January 2026 is essential. This is a full-time position with competitive compensation.

Qualifications

• Minimum 2 years experience as a Team Leader within a BPO.
• Availability to start on 5 January 2026.

Responsibilities

• Manage teams to ensure quality and productivity targets are met.
• Track and report on team performance metrics.
• Address and resolve customer complaints promptly.

Skills

Team Management

Coaching and Feedback

Performance Monitoring

Complaint Handling

Education

Matric

Job description

Job title: Assistant Manager-Customer Care Voice-Inbound

Job Location: Western Cape, Cape Town

Deadline: December 13, 2025

Quick Recommended Links

• Jobs by Location
• Job by industries

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