Assistant Manager - Customer Care Voice-Inbound

The 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.

Team Leadership & People Management:

• Lead, manage, and motivate a team of customer care agents to achieve quality and productivity targets.
• Monitor individual and team performance, providing ongoing coaching, feedback, and performance management.
• Set clear performance goals and KPIs aligned with operational objectives.
• Conduct regular team meetings and foster an open, values-driven communication culture aligned with EXL standards.
• Implement on-floor strategies to reduce attrition and improve employee engagement and satisfaction.

Performance & Quality Management:

• Track, analyse, and report on key performance metrics and service delivery outcomes.
• Identify training needs and facilitate targeted coaching and development interventions.
• Recognise and reward high performance to drive motivation and retention.
• Ensure all customer interactions are handled professionally and in line with company policies and regulatory standards.
• Address customer complaints and escalations effectively and within agreed turnaround times.
• Maintain up-to-date knowledge of products, services, and process changes.

Operational Management: 

• Manage inbound call flows to ensure optimal coverage and service levels.
• Prepare and present performance reports to senior management.
• Support recruitment, onboarding, and integration of new agents.
• Implement continuous improvement initiatives to enhance service quality and productivity.
• Ensure compliance with EXL policies, procedures, and performance management frameworks.

Minimum Requirements:

• 2+ years’ experience as a Team Leader or Assistant Manager in a BPO environment.

• Back-Office Operations experience (Preferred) 

• Someone who thrives in a high-energy, fast-moving environment.

• A natural problem-solver with strong communication skills.

• People-oriented leader who enjoys coaching, guiding, and making an impact.

• Willing to work from our Cape Town offices.

• Clear credit and criminal record.

• Matric / Grade 12 qualification.

*** In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups and in line with EXL’s EE target ***