Assistant Manager-Back-End / Blended / Customer Service- Email + Chat + Voice at EXL South Africa

Job Description


The Assistant Manager is responsible for supervising, training, and guiding a team of agents. The role involves monitoring performance, ensuring customer satisfaction, and implementing strategies to improve service quality and efficiency.


Responsibilities

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.


Performance Monitoring:


Track and report on team performance metrics.
Identify training needs and provide necessary coaching.
Recognize and reward high performance.


Customer Service:


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.


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.


Training and Development:


Train and onboard new team members.
Ensure all team members understand and follow company policies and procedures.
Organize team-building activities to foster a positive work environment.


Process/Functional level data collation and reporting to Internal and External clients:


Preparation, submission and presentation of various reports for the processes on agreed service level metrics with client.
Regular maintenance of functional MIS and prepare performance analysis.
Analyzing data and deriving meaningful results for the use of management in decision-making.
Ensure accurate, timely and efficient reporting of Weekly, Monthly and Quarterly reports.
Ensure compliance to client and organizational policies and procedures in respect of reporting.
Maintain and develop the processes to ensure optimum automation of reports.
Liaison effectively with leadership team, proving to be an effective and dependable support mechanism.
Regular audit of reports from operations, preparation of audit reports and highlighting the procedures not being followed.
Should show sufficient flexibility and urgency to handle pressure in a cross-cultural environment.


Qualifications

Education Requirements:


Grade 12


Work Experience Requirements:


Minimum of 3 years operations work experience within a BPO/ Offshoring team


Competencies & Skills:


Prior BPO Assistant Manager experience (compulsory)
People management and leadership skills Reasonable level of business perspective regarding the internal functioning
Appreciation of the domain needs of the process and its key drivers
Good Client facing skills


Values & Behavior:


Output driven mindset, determined, resilient, perseverant and persistent
Customer Service Orientation
Quality Orientation
People & performance oriented