Job Description<\/p>\n
Role\/Responsibility \u00a0<\/p>\n
\tManage teams and ensure quality and productivity targets are met
\n\tDevelop strategies on the floor for reducing attrition and improving employee satisfaction<\/p>\n
Team Management:<\/p>\n
\tLead and manage a team of agents.
\n\tMonitor and evaluate agent performance, providing coaching and feedback.
\n\tSet clear team goals and Key Performance Indicators (KPIs).
\n\tConduct regular team meetings and create an open communication environment.<\/p>\n
Performance Monitoring:<\/p>\n
\tTrack and report on team performance metrics.
\n\tIdentify training needs and provide necessary coaching.
\n\tRecognize and reward high performance.<\/p>\n
Customer Service:<\/p>\n
\tEnsure all calls are handled professionally and in accordance with company guidelines.
\n\tAddress and resolve customer complaints and issues promptly.
\n\tMaintain up-to-date knowledge of products and services.<\/p>\n
Operational Duties:<\/p>\n
\tManage the flow of inbound and\/or outbound calls.
\n\tPrepare and deliver performance reports to upper management.
\n\tParticipate in the recruitment and hiring process of new agents.
\n\tImplement strategies to improve quality and productivity.<\/p>\n
Training and Development:<\/p>\n
\tTrain and onboard new team members.
\n\tEnsure all team members understand and follow company policies and procedures.
\n\tOrganize team-building activities to foster a positive work environment.<\/p>\n
Process\/Functional level data collation and reporting to Internal and External clients.<\/p>\n
\tPreparation, submission and presentation of various reports for the processes on agreed service level metrics with client.
\n\tRegular maintenance of functional MIS and prepare performance analysis.
\n\tAnalyzing data and deriving meaningful results for the use of management in decision-making.
\n\tEnsure accurate, timely and efficient reporting of Weekly, Monthly and Quarterly reports.
\n\tEnsure compliance to client and organizational policies and procedures in respect of reporting.
\n\tMaintain and develop the processes to ensure optimum automation of reports.
\n\tLiaison effectively with leadership team, proving to be an effective and dependable support mechanism.
\n\tRegular audit of reports from operations, preparation of audit reports and highlighting the procedures not being followed.\u00a0
\n\tShould show sufficient flexibility and urgency to handle pressure in a cross-cultural environment.\u00a0<\/p>\n
Responsibilities<\/p>\n
Essential Functions:<\/p>\n
\tMeeting the SLA Targets
\n\tTeam management and Transaction\/Call Monitoring
\n\tProductivity Improvement and Employee engagement
\n\tClient interaction, if required at supervisory level
\n\tEnsure compliance with internal policies and procedures, external regulations and information security standards
\n\tManagement reporting and oversight
\n\tDriving Quality initiatives in the process to attain measurable positive results
\n\tMaintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
\n\tEnsuring accuracy of performance reports and compliance to internal control requirements
\n\tAssesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams\u00a0
\n\tEstablish an environment and work style that promotes the concept of teamwork and professional development
\n\tCreate a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
\n\tAccountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level<\/p>\n
Qualifications<\/p>\n
\tGrade 12\/Graduation (in any stream) or diploma with a minimum of 12 years of education
\n\tOverall proven track record of 2 years of work experience in Business Process Off-shoring\u00a0Team as a Team Leader\/Assistant Manager\u00a0<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"EXL South Africa","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"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 \u2013 and we\u2019ve 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\u2019s 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\u2019s 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\u2019re some of the best in the business. Contact us to see how we can help you achieve your goals.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[15],"job-types":[12],"class_list":{"0":"post-33753","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-western-cape","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/33753","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=33753"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=33753"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=33753"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}