JOB DESCRIPTION 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. Primary External Interactions Client operations team and SMEs for the purpose of reporting, provide feedback on training and discussing specific action plans. Escalation teams at the client end for the purpose of seeking clarifications & answering queries. Competencies & Skills People management and leadership skills. Capability to conduct an appraisal discussion Capability to communicate with large teams. Appreciation of the domain needs of the process and its key drivers. Reasonable level of business perspective regarding the internal functioning of BPO/EXL. Good Client facing skills. QUALIFICATIONS Education Requirements Minimum Matric in any stream Quality Certification Green Belt certification and Quality tools knowledge (preferred) JOB DESCRIPTION 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. Primary External Interactions Client operations team and SMEs for the purpose of reporting, provide feedback on training and discussing specific action plans. Escalation teams at the client end for the purpose of seeking clarifications & answering queries. Competencies & Skills People management and leadership skills. Capability to conduct an appraisal discussion Capability to communicate with large teams. Appreciation of the domain needs of the process and its key drivers. Reasonable level of business perspective regarding the internal functioning of BPO/EXL. Good Client facing skills. QUALIFICATIONS Education Requirements Minimum Matric in any stream Quality Certification Green Belt certification and Quality tools knowledge (preferred) Apply Now

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Assistant Manager _SA_Cape_Town_C76 - Cape Town Region

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