To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programs.
To ensure successful delivery of any project, programme or activity by engaging with an individual, group or organization that will be affected by a programme.
To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment.
To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently.

Essential: Grade 12
Preferred: Tertiary qualification in management or relevant proven contact center experience
A proven track record of delivering against client, customer, and business outcomes
2 years’ experience working within a contact center
WiNS rating and on ‘L’ for one year
Managing scale of 12-14, either as part of development opportunity or a previous role
POE required or relevant proof of previous experience
More than 2 years’ experience working within the BPO sector
More than 2 years’ experience working in a management role
Experience managing Omni-channel customer operations
HR Process Knowledge
Stakeholder Management
Report writing
Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)

Assistant Manager – Operations

Key skills