Assistant Manager Cape Town - Cape Town Region
EXL
JOB DESCRIPTION Essential Functions Monitor process performance and ensure SLAs are being measured accurately Timely and accurate reporting of both internal and external results Analyze and interpret data Drill down causes of low performance of teams Provide an insight on what is happening to each process Provide solutions to challenges encountered related to SLAs Coordination with Operations, Quality and Training Team Interact and report performance to external stakeholders Daily coaching and interaction with frontline staff to address concerns and guide performance towards goal Forecast and manage attrition precisely Performance parameters SLAs and KPIS on target Attrition within threshold Quality and accuracy of reports Efficiency and effectiveness (result-orientation) Adherence to internal standards Interaction with the clients at an appropriate level to ensure high levels of client satisfaction Demonstration of in-depth knowledge and application of various methodologies in relevant situations needed to drive performance Primary Internal Interactions Coordinate with process leaders and discuss performance measures Monitor behavior that eliminate or contribute to performance driving the SLTs Initiate project to improve performance Coaching frontline staff Identifying and developing successors Primary External Interactions Report on a weekly and monthly basis SLAs to external stake holders Engage external stake holders in maintaining a good client relationship Communicate the story behind each numbers Technical Skills Skilled with the use of MS Office applications like - PowerPoint, MS Word and MS Excel Internet usage and email access Above average knowledge in Contact Center management Productivity Measures Process Specific Skills Service Level Targets Wide clinical knowledge base Excellent communication and presentation skills Ability to present the relay complex information in simple and easy to understand manner Ability to understand and comprehend quickly about unfamiliar situations Prioritizing stake holders needs Strong customer service focus Soft Skills (Minimum) Good verbal and written communication skills Good presentation skills Flexibility and urgency to handle pressure Team work/ Self-sufficiency / Adaptability Self-disciplined and results oriented Data gathering ability/ keen eye for detail Ability to multi task Ability to approach problems logically and strategically Interpersonal Skills ABOUT US EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals. JOB DESCRIPTION Essential Functions Monitor process performance and ensure SLAs are being measured accurately Timely and accurate reporting of both internal and external results Analyze and interpret data Drill down causes of low performance of teams Provide an insight on what is happening to each process Provide solutions to challenges encountered related to SLAs Coordination with Operations, Quality and Training Team Interact and report performance to external stakeholders Daily coaching and interaction with frontline staff to address concerns and guide performance towards goal Forecast and manage attrition precisely Performance parameters SLAs and KPIS on target Attrition within threshold Quality and accuracy of reports Efficiency and effectiveness (result-orientation) Adherence to internal standards Interaction with the clients at an appropriate level to ensure high levels of client satisfaction Demonstration of in-depth knowledge and application of various methodologies in relevant situations needed to drive performance Primary Internal Interactions Coordinate with process leaders and discuss performance measures Monitor behavior that eliminate or contribute to performance driving the SLTs Initiate project to improve performance Coaching frontline staff Identifying and developing successors Primary External Interactions Report on a weekly and monthly basis SLAs to external stake holders Engage external stake holders in maintaining a good client relationship Communicate the story behind each numbers Technical Skills Skilled with the use of MS Office applications like - PowerPoint, MS Word and MS Excel Internet usage and email access Above average knowledge in Contact Center management Productivity Measures Process Specific Skills Service Level Targets Wide clinical knowledge base Excellent communication and presentation skills Ability to present the relay complex information in simple and easy to understand manner Ability to understand and comprehend quickly about unfamiliar situations Prioritizing stake holders needs Strong customer service focus Soft Skills (Minimum) Good verbal and written communication skills Good presentation skills Flexibility and urgency to handle pressure Team work/ Self-sufficiency / Adaptability Self-disciplined and results oriented Data gathering ability/ keen eye for detail Ability to multi task Ability to approach problems logically and strategically Interpersonal Skills ABOUT US EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals.
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