Assistant Manager - Blended Customer Service at EXL South Africa

Job Description

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.


Responsibilities

Essential Functions:


Meeting the SLA Targets
Team management and Transaction/Call Monitoring
Productivity Improvement and Employee engagement
Client interaction, if required at supervisory level
Ensure compliance with internal policies and procedures, external regulations and information security standards
Management reporting and oversight
Driving Quality initiatives in the process to attain measurable positive results
Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
Ensuring accuracy of performance reports and compliance to internal control requirements
Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
Establish an environment and work style that promotes the concept of teamwork and professional development
Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level


Qualifications


Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education
Overall proven track record of 2 years of work experience in Business Process Off-shoring Team as a Team Leader/Assistant Manager