Assistant Manager-Customer Care Voice-Inbound

1 week ago

Cape Town, South Africa EXL Full time

Assistant Manager - Customer Care Voice-Inbound EXL, Cape Town, Western Cape, South Africa 2 days ago – Be among the first 25 applicants This opportunity involves delivery to drive overall performance and manage key UK Banking and Finance voice processes. It provides supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets/timelines. The role requires flexibility regarding shift times based on business needs. 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 with 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. Seniority Level Mid-Senior level Employment Type Full-time Job Function Other Industries Business Consulting and Services Referrals increase your chances of interviewing at EXL by 2x. Get notified about new Assistant Customer Service Manager jobs in Cape Town, Western Cape, South Africa. #J-18808-Ljbffr

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