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Assistant Manager BPO

Assistant Manager BPO

ABC WorldwideCape Town, Western Cape, South Africa
1 day ago
Job description

Assistant Manager / Team Leader - BPO

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 / 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.

Responsibilities

  • 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.

    • Key Skills

  • B2B Sales
  • Customer Service
  • Communication skills
  • Outbound Sales
  • Account Management
  • Upselling
  • Customer Support
  • Data Mining
  • 3G
  • Human Resources
  • Internet Of Things
  • 4G / LTE

    • Employment Type : Full Time

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    Assistant Manager • Cape Town, Western Cape, South Africa