Assistant Manager - Cape Town Region
EXL
RESPONSIBILITIES Basic Function Ability to identify inefficient/ineffective processes and develops recommendations to enhance controls and efficiency Providing coaching and feedback to team members to enable them to improve their performance Provide inputs on process and system to the team 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 Below outlines the interactions within the company Operations Managers, AVP/SAVP for the reporting, settling unresolved issues and escalation Manager, for reporting performance, escalation handling, clarifying concerns, seeking support and monthly evaluation of performance Associates, for the purpose of up-skilling them on process-related updates, coaching, mentoring & providing assistance and support when required Subject Matter Experts/ Trainers for the purpose coordinating additional coaching that may be required required for certain CSAs Candidate should have a minimum of 12 months of work experience in a BPO environment Matric qualification RESPONSIBILITIES Basic Function Ability to identify inefficient/ineffective processes and develops recommendations to enhance controls and efficiency Providing coaching and feedback to team members to enable them to improve their performance Provide inputs on process and system to the team 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 Below outlines the interactions within the company Operations Managers, AVP/SAVP for the reporting, settling unresolved issues and escalation Manager, for reporting performance, escalation handling, clarifying concerns, seeking support and monthly evaluation of performance Associates, for the purpose of up-skilling them on process-related updates, coaching, mentoring & providing assistance and support when required Subject Matter Experts/ Trainers for the purpose coordinating additional coaching that may be required required for certain CSAs Candidate should have a minimum of 12 months of work experience in a BPO environment Matric qualification
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