Assistant Manager-Customer Care Voice-Inbound at EXL Talent Acquisition Team

Cape Town, Western Cape, South Africa -

Full Time

Start Date

Immediate

Expiry Date

29 Apr, 26

Salary

0.0

Posted On

29 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Management, Performance Monitoring, Coaching, Customer Service, Complaint Handling, Quality Assurance, Productivity Improvement, Recruitment, Reporting, Communication, Employee Satisfaction, KPI Management, Training Needs Assessment, Call Management, Operational Duties, EXL Policies Compliance

Industry

Business Consulting and Services

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. EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com. EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.

Responsibilities

The Assistant Manager will lead and manage a team of agents, ensuring quality and productivity targets are met while addressing customer complaints. They will also track team performance metrics and implement strategies to improve overall performance.