Senior Manager-Back-End/Voice/ Customer Service-Inbound

4 days ago

Cape Town, Western Cape, South Africa EXL Service Full time R800 000 - R1 200 000 per year
Job Description

As a Senior Operations Manager, you will be responsible for achieving business objectives by ensuring operational targets are met in line with Service Level Agreements (SLAs).

Your role will include leading and developing a high-performing team, maintaining strong client relationships, and ensuring adherence to company policies and procedures. You'll drive a culture of accountability, performance improvement, and continuous development while maintaining the highest standards of customer service.

Responsibilities
  • Lead and manage operations teams to achieve productivity, quality, and SLA targets.
  • Develop and implement strategies to improve employee engagement and reduce attrition.
  • Conduct regular performance reviews and appraisals for Assistant and Lead Assistant Managers.
  • Create and execute individual development plans for team members.
  • Mentor and coach Agents and Team Leaders for professional growth.
  • Drive Reward & Recognition and Process Improvement initiatives.
  • Review KPIs regularly and develop action plans for performance enhancement.
  • Maintain ongoing communication with clients at the Process Owner level to review progress.
  • Ensure compliance with company policies, client expectations, and information security standards.
Qualifications
  • Education: Grade 12 / Graduate (any discipline) or Diploma
  • Experience:
    • 8-10 years of total experience in Business Process Offshoring (BPO).
    • Minimum 5 years in a supervisory or managerial role within the Utilities sector, preferably supporting UK-based clients.
  • 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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