Assistant Manager – Operations

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Engage and support staff in achieving all KPIs through effective coaching, performance management, and facilitating career advancement via internal development programs.

• Ensure the successful execution of any project, program, or activity by collaborating with individuals, groups, or organizations impacted by the program.

• Exercise due diligence in interpreting and reporting data, while enhancing team performance and processes through insights that align with the overall goal of fostering a customer-centric environment.

• Maintain productivity by ensuring all staff comply with schedules and efficiently manage IR and payroll inquiries.

⛳️ Requirements

• Essential: Grade 12

• Preferred: Tertiary qualification in management or relevant proven experience in a contact center

• Demonstrated success in delivering client, customer, and business outcomes

• Minimum of 2 years’ experience in a contact center environment

• WiNS rating and on ‘L’ for one year

• Experience managing a team of 12-14, either as part of a development opportunity or in a previous role

• POE required or relevant proof of prior experience

• Over 2 years’ experience in the BPO sector

• More than 2 years’ experience in a managerial role

• Experience in managing Omni-channel customer operations

• Knowledge of HR processes

• Stakeholder management skills

• Proficient in report writing

• Strong working knowledge of the latest Microsoft Office applications (Word, Excel, PowerPoint & Outlook)

🏝️ Benefits

• Professional development

• Structured career path

• Coaching and mentoring