Manager

Lead high-performing BPO teams, drive operational excellence, achieve key performance targets, and deliver an exceptional client and customer experience.

Responsibilities

• Manage teams and ensure quality and productivity targets are met.
• Develop strategies on the floor for reducing attrition and improving employee satisfaction.
• Documented monthly performance review of Assistant Managers.
• Conduct quarterly and annual appraisals of agents and Assistant Managers and consequently make development plans for them.
• Mentor Agents and TLs for their growth and development.
• Drive reward and recognition activity on the floor.
• Drive process improvement activity on the floor using Process Excellence methodology.
• Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.
• Stay in touch with the Client at the Process Owner level on regular basis to review progress.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.

Performance Parameters

• Acquiring expertise on different document type (ID/DL/Passport/Visa…etc.) for more than 200

• countries

• To check and verify customers’ credentials and feed them correctly in database

• To identify and highlight fraudulent/fake/forged documents

• To meet Service Level Agreement, AHT and quality targets

• To report any bug or issue in CRM

• Participate in ideation workshop and share improvement ideas

• Adaptable to learn new document type, process, concept and skills

• Ensure adherence to process guidelines as per agreed quality standard on all SOPs

• Ensure that the assigned targets are achieved as per agreed SLA

• Ensure adherence to Company Policies and Procedures

• Should be flexible to work in a 24/7 environment

• Employee Satisfaction, people development and morale.

• Process performance – as per KSFs over the month.

• Attrition within target levels

• Improvement in quality and productivity

• Customer Satisfaction

• Any other essential function that may occur from time to time as directed by the Supervisor

Minimum Requirements

• Matric/ Grade 12
• Overall, 5 years of work experience in BPO.
• Should have at least 3 years of supervisory experience in insurance business, preferably in the UK.

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