Assistant Manager Utilities at EXL Cape Town
EXL · Cape Town, Western Cape
Overview
EXL is hiring an Assistant Manager for Utilities in Cape Town. You will lead a team of call centre agents, manage performance, and ensure excellent customer service for utility clients. This full time role suits someone with Grade 12 or a diploma, strong leadership skills, and a passion for operational excellence. Join a global data analytics and digital operations company and grow your management career.
About the role
As Assistant Manager for Utilities at EXL in Cape Town, you will lead a team of customer service agents who handle inbound calls, emails and chat queries. Your day to day work will focus on hitting productivity and quality targets while keeping the team motivated and supported.
What you will do:
- Lead and manage a team of agents, set clear KPIs and conduct coaching sessions
- Monitor performance metrics and provide constructive feedback to reduce attrition
- Manage daily call operations and ensure service level agreements are met
- Prepare performance reports for management and clients
- Assist with recruitment, onboarding and training of new team members
- Oversee customer interactions, handle escalations and implement process improvements
- Collate and analyse process level data and maintain accurate MIS reports
Please note: EXL never asks for fees, payments or bank details during recruitment. Only apply through official channels.
Requirements
- Minimum Grade 12, Diploma or Graduate qualification
- Utilities experience is preferable
- Strong leadership, communication and client facing skills
- Solid understanding of performance management and operational excellence principles
- Proficiency in MS Office and MIS reporting tools preferred
- Preference will be given to applicants from historically underrepresented groups in line with the Employment Equity Act
Responsibilities
- Lead and manage a team of agents to achieve productivity and quality targets
- Monitor performance metrics and conduct coaching sessions
- Set clear goals, KPIs and performance expectations
- Recognise high performance and implement strategies to reduce attrition
- Manage day to day call operations and ensure adherence to service level agreements
- Prepare and present performance and operational reports to management and clients
- Participate in recruitment, onboarding and training of new team members
- Ensure compliance with company and client policies
- Oversee customer interactions to ensure professionalism and quality
- Address escalations and resolve issues promptly
- Implement process improvements to enhance service delivery
- Collate, analyse and present process level data for decision making
- Maintain MIS reports and ensure accuracy and timeliness of submissions
- Support automation and efficiency improvements in reporting processes
Job details
- Organisation
- EXL
- Location
- Cape Town, Western Cape
- Job type
- Full time
- Experience level
- Mid
- Education
- Matric
- Category
- Customer Service
- Application Method
- Apply online
Success Guide
This Assistant Manager role at EXL is a great step up if you have some call centre or utilities experience and want to move into leadership. When applying, highlight any times you have coached or supported team members, managed performance targets or handled difficult customer escalations. The interview will likely focus on how you motivate a team, meet service levels and use data to improve results. Be ready to give examples of how you have reduced staff turnover or improved customer satisfaction. Also note EXL's clear warning that they never ask for payment during recruitment, so ignore anyone who asks for fees. Submit a clean CV that shows your Grade 12 certificate or diploma and any utilities background. Good luck, this is a solid opportunity to grow with a global company in Cape Town.
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