Assistant Manager-Customer Care Voice-Inbound

8 hours ago

South Africa EXL Full time R140 000 - R360 000 per year
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

In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets
 

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