Website EXL South Africa
EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into … read moreinsights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration – and we’ve been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that’s unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It’s our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we’re some of the best in the business. Contact us to see how we can help you achieve your goals.
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
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