Assistant Manager-Customer Care Voice-Inbound Jobs

Job Description

• This role involves managing key UK Banking and Finance voice processes to drive overall performance. It includes providing supervisory support, handling escalations and complaints, and delivering results that meet Service Level Agreement targets and timelines.
• You must be flexible with shift times based on business needs.

Role and Responsibilities:

• Manage teams to meet quality and productivity targets.
• Develop strategies to reduce attrition and improve employee satisfaction.
• Team Management:
• Lead and manage a team of agents.
• Monitor and evaluate agent performance, providing coaching and feedback.
• Set clear team goals and Key Performance Indicators (KPIs).
• Conduct regular team meetings and foster an open communication environment aligned with company values.
• Performance Monitoring:
• Track and report on team performance metrics.
• Identify training needs and provide coaching.
• Recognize and reward high performance.
• Ensure all calls are handled professionally according to company guidelines.
• Address and resolve customer complaints promptly.
• Maintain up-to-date knowledge of products and services.
• Performance management and ensure compliance with company policies and procedures.

Operational Duties:

• Manage the flow of inbound and/or outbound calls.
• Prepare and deliver performance reports to upper management.
• Participate in the recruitment and hiring of new agents.
• Implement strategies to improve quality and productivity.

Qualifications

• Matric.
• Minimum 2 years’ experience as a Team Leader in a BPO environment.
• Available to start on 5 January 2026.