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 care firm in Cape Town is seeking an experienced Assistant Manager to lead a team in driving performance for UK banking processes. Ideal candidates will have a matric qualification and at least 2 years of experience as Team Leader in a BPO. Responsibilities include managing team quality, addressing customer complaints, and coaching agents. This role requires flexibility regarding shift times as per business needs.

Qualifications

• Minimum 2 years experience as Team Leader within a BPO environment.
• Ability to manage team dynamics and improve employee satisfaction.
• Flexibility in shift timings based on business needs.

Responsibilities

• Manage teams and ensure quality and productivity targets are met.
• Develop strategies to reduce attrition and improve employee satisfaction.
• Lead and manage a team of agents towards target achievement.
• Monitor and evaluate agent performance, provide coaching.

Skills

Team leadership

Customer care

Performance monitoring

Complaint handling

Education

Matric

Job description

Assistant Manager-Customer Care Voice‑Inbound

Job Location: Western Cape, Cape Town

Deadline: December 13

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.

Responsibilities

• Manage teams and ensure quality and productivity targets are met
• Develop strategies on the floor for reducing attrition and improving employee satisfaction
• 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
• 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
• Ensure compliance to EXL policies and procedures
• 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 years experience as Team Leader within BPO
• Availability to start 5 January