Assistant Manager | Team Lead - International BPO, Cape Town

Drive overall performance and manage Utilities & Insurance voice processes within Sales & Service. Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance and lead process meetings / calls. In addition to call service levels, customer satisfaction and voice quality on calls will be key metrics to be focused on. Attrition management will be a prime deliverable.

• Customer Satisfaction - as per agreed Key Success Factors.
• Process performance – as per agreed KSFs.
• Attrition - as per agreed KSFs.
• Quality and productivity Improvement
• Level of subject matter expertise – To be able to support team queries
• Any other essential function that may occur from time to time as directed by the Supervisor.

Responsibility:

• Manage teams and ensure customer satisfaction, quality and productivity targets are met
• Motivate team members and control attrition
• Complaint and escalation management
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Assist new hires such that they are productive on the floor in the shortest possible time frame
• Client Interaction, where required – Daily/Weekly/Monthly
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Collect and provide data required for various audits like GI/Internal Audit
• Effectively manage queue and balancing of work loads

Competencies & Skills:

• Knowledge of the function, process and systems
• Coaching and Feedback ability
• Clear written and verbal communication
• Effective operations management
• Customer Service Orientation.
• Quality Orientation.
• Empathy for effective on the job coaching and feedback.

Education Requirements:

• Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.
• Minimum 3 years of work experience in Business Process Off-shoring.
• Should have at least one year of supervisory experience in international Voice business, preferably in the Utilities & Gas or Insurance industry.