Job Description<\/p>\n
\tThe Assistant Manager role is responsible for managing and delivering high-quality customer service within an insurance environment. The role focuses on driving team performance against Service Level Agreements (SLAs), providing supervisory support, handling escalations and complaints, and ensuring consistent quality, productivity, and compliance. The incumbent must be flexible with shift schedules based on business requirements.<\/p>\n
Responsibilities<\/p>\n
Team Leadership & People Management:<\/p>\n
\tLead, manage, and motivate a team of customer care agents to achieve quality and productivity targets.
\n\tMonitor individual and team performance, providing ongoing coaching, feedback, and performance management.
\n\tSet clear performance goals and KPIs aligned with operational objectives.
\n\tConduct regular team meetings and foster an open, values-driven communication culture aligned with EXL standards.
\n\tImplement on-floor strategies to reduce attrition and improve employee engagement and satisfaction.<\/p>\n
Performance & Quality Management:<\/p>\n
\tTrack, analyse, and report on key performance metrics and service delivery outcomes.
\n\tIdentify training needs and facilitate targeted coaching and development interventions.
\n\tRecognise and reward high performance to drive motivation and retention.
\n\tEnsure all customer interactions are handled professionally and in line with company policies and regulatory standards.
\n\tAddress customer complaints and escalations effectively and within agreed turnaround times.
\n\tMaintain up-to-date knowledge of products, services, and process changes.<\/p>\n
Operational Management:\u00a0<\/p>\n
\tManage inbound call flows to ensure optimal coverage and service levels.
\n\tPrepare and present performance reports to senior management.
\n\tSupport recruitment, onboarding, and integration of new agents.
\n\tImplement continuous improvement initiatives to enhance service quality and productivity.
\n\tEnsure compliance with EXL policies, procedures, and performance management frameworks.<\/p>\n
Qualifications<\/p>\n
Minimum Requirements:<\/p>\n
\tGrade 12 \/ Matric\u00a0
\n\t2+ years\u2019 experience as a Team Leader \/ Assistant Manager in a BPO
\n\tClear credit & criminal record
\n\tBased in Cape Town and ready to work US hours (Rotational shifts between 2pm and 3am)\u00a0
\n\tConfident communicator, people-first leader & problem-solver extraordinaire<\/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-34339","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\/34339","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=34339"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=34339"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=34339"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}