EXL South Africa
Assistant Manager: Customer Care (Voice/Inbound)
Company: EXL South Africa
Location: Cape Town, Western Cape
Job Type: Full Time
Sector: Customer Care / BPO
About the Role
EXL is a leading global partner for businesses in industries like insurance, banking, and healthcare. We are looking for an experienced Assistant Manager to join our team in Cape Town. In this role, you will lead the performance of our UK Banking and Finance voice processes. Your goal is to provide supervisory support, handle customer escalations, and ensure our team meets all service level targets.
Candidates must be flexible regarding shift times based on the needs of the business.
Key Responsibilities
Team Management:
- Lead and manage a team of customer service agents.
- Monitor agent performance and provide regular coaching and feedback.
- Set clear goals and Key Performance Indicators (KPIs) for the team.
- Conduct regular team meetings to encourage open communication and maintain company values.
- Develop strategies to improve employee satisfaction and reduce staff turnover.
Performance & Quality:
- Track team metrics and prepare performance reports for management.
- Ensure all customer calls are handled professionally and follow company guidelines.
- Directly resolve complex customer complaints and issues.
- Identify training needs to help the team improve.
- Ensure all operations comply with company policies and procedures.
Operational Duties:
- Manage the flow of inbound and outbound calls.
- Participate in the recruitment and hiring of new team members.
- Implement new ideas to improve overall quality and productivity.
Requirements
- Education: Grade 12 (Matric).
- Experience: At least 2 years of experience as a Team Leader within a Business Process Outsourcing (BPO) environment.
- Skills: Strong leadership, excellent communication, and a deep understanding of customer service metrics.
How to Apply
If you meet the requirements and are interested in this opportunity, please submit your application through the official EXL South Africa careers portal.