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Workforce Manager - Assistant Manager Needed (BPO)

Cape Town CBD
Salary: Market Related
Job Type: Permanent
Sectors: Call Centre Telecommunications Management
Benefits: Medical Aid Pension Bonus Training Maternity Leave
Reference: Workforce Assistant Manager
Employment Equity Position

Apply before Apr 30 2026 | 44 Days left

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Vacancy Details

Employer: EXL Service

Ensure that the assigned targets in accordance with SLA are met
Ensure that the quality of the transactions is in compliance with predefined parameters
Ensure claim costs is controlled and leakage kept at a minimum
Ensure accuracy of reserves and payments and manage lifecycle of claims
Ensure adherence to Company Policies and Procedures
Managing calls – both inbound and outbound as well as all other correspondence on claims
Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns
Any other essential function that may occur from time to time as directed by the Supervisor

Required Skills

Workforce Management
Workforce Planning

Candidate Requirements

English language proficiency
Previous international Voice experience
Good Computer navigation skills
Should be familiar with MS Office
Possesses necessary knowledge of business concepts to effectively perform the job
Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others.
Commits to achieving specific objectives and takes ownership for accomplishing them.
Responsible for handling high volumes of transactions.
Effectively balances quality, timeliness and productivity standards
Self-discipline
Result orientation
Adaptability
Listening and comprehension skills
Questioning and Reasoning Skills
Customer Service focus and telephone etiquette
Ability to multi task, prioritize and manage daily work activities

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About EXL Service

From our beginnings in business process services to becoming a global leader in data and AI, EXL has over 25 years of proven experience redefining what's possible for our clients. We empower businesses across industries like insurance, healthcare, banking and capital markets, retail, communications and media, and energy and infrastructure. By combining data, AI, and deep industry expertise, we drive transformation and growth for those we serve.