Senior Manager Total Quality Management Contact Center

South Africa, South Africa
EXL Service
8 Current Jobs Openings
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Job Description


Responsibilities:Role/Responsibility

  • 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 QAs and TLs for their growth and development
  • Drive reward and recognition activity within QE.
  • 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.
Skills Technical Skills Good computer navigation skills, keyboarding skills Proficient in MS Office (Reporting and Analytics) Understanding of P&C insurance Minimum CEF B2 - Voice requirement Process Specific Skills Knowledge of the function, process and systems Good decision making skills Effectively balances quality, customer service and productivity standards Ability to prioritize & multi-task Excellent problem solving & analytical skills Act as liaison between team members and management & bring issues/concerns to management Competencies & Skills People management and leadership skills. Capability to conduct an appraisal discussion Capability to communicate with large teams. Appreciation of the domain needs of the process and its key drivers. Reasonable level of business perspective regarding the internal functioning of BPO/EXL. Good Client facing skills. Values & Behavior Customer Service Orientation. Quality Orientation. People orientedQualifications:Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education. Lean Six Sigma - Skilled in methodologies as well as relevant learnings. Preferred Green Belt or Black Belt Certified Work Experience Requirements Minimum 10 years of work experience in Business Process Off-shoring. Minimum 5-10 years of experience in team management Minimum 3 years of supervisory experience in P&C insurance business

EXL Service

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Job Detail

  • Job Id
    JD1425919
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    South Africa, South Africa
  • Education
    Not mentioned
 
 
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