International BPO Team Lead/ Assistant Manager (Remote)

SUMMARY:

Our client is a company who aims to bridge the gap between digital expectations and real outcomes for South African companies with Digital Intelligence.  They seek to employ an International BPO Team Manager / Assistant Manager.

POSITION INFO:

Basic Function

• Drive overall performance and manage International Insurance voice processes.
• 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 / calls.
• In 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.

Role / Responsibility

• Manage teams
• Ensure customer satisfaction and productivity
• Meet targets
• Motivate team members
• Manage complaints
• Monitor call transactions
• Provide coaching and feedback to team members
• Assist new hires
• Client Interaction, where required
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Collect and provide data for audits
• Effectively management of workload

Competencies & Skills

• Knowledge of the function, process and systems
• Coaching and Feedback ability
• Excellent communication skills
• Effective operations management
• Previous experience in a similar environment is preferred

Values & Behaviour

• Customer Service Orientation
• Quality Orientation
• Empathy for effective on the job coaching and feedback

Work Experience Requirements

• 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 and International client domain and Insurance industry

Education Requirements

Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.

General Information

• USA based client – work from home opportunity

Should you meet all the requirements and wish to apply, please send your latest CV and motivation to --------Please upload your CV here-------->

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