About this role
Responsible for driving team performance, managing daily operations, meeting KPIs, and ensuring excellent customer service within a fast-paced call center environment.
Basic Function
- Ability to identify inefficient/ineffective processes and develops recommendations to enhance controls and efficiency
- Providing coaching and feedback to team members to enable them to improve their performance
- Provide inputs on process and system to the team
Essential Functions
- Meeting the SLA Targets
- Team management and Transaction/Call Monitoring
- Productivity Improvement and Employee engagement
- Client interaction, if required at supervisory level
- Ensure compliance with internal policies and procedures, external regulations and information security standards
- Management reporting and oversight
- Driving Quality initiatives in the process to attain measurable positive results
- Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
- Ensuring accuracy of performance reports and compliance to internal control requirements
- Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
- Establish an environment and work style that promotes the concept of teamwork and professional development
- Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
- Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level
IJP Eligibility Criteria
- This role is only open to Band A2 and Band B1 employees currently in the IGM vertical.
- Band A2 employees may apply - minimum of 12 months’ tenure in current role.
- Band B1 employees may apply for a lateral movement - minimum of 12 months’ tenure in current role.
- Performance rating of 3.5 or higher in the last appraisal cycle.
- Eligible under Progressive Disciplinary Policy – No warnings or disciplinary actions.
- No absence stage letters.
- Please note that you will need to pass any required assessments, as well as the mandatory background checks.
- Designated training modules on RENEW aligned with their target band level to be completed.
Closing Date for Applications: Friday, 16 October 2026 @ 23:59pm.
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