Assistant Manager Operations
Job Description
We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Senior Associates to create a customer centric and high performance culture through, effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.
Key Responsibilities Areas:
People
To engage and support staff to achieve all KPI's, through effective coaching, performance management, and to develop career progression through internal development programs.
Stakeholder Management
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.
Analytical
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.
Financials
To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently
Qualifications
------------------
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 the 'L' for one year Managing scale of 12-14, either as part of development opportunity or a previous role POE required or relevant proof or 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) Management skills Good understanding of the BPO industry
Communication and written skills Problem solving Analytical Thinking Conflict Management Strategic Thinking Time Management
Additional Information
--------------------------
SME Voice 8:00 - 18:00 (uk)
MNCJobs.co.za will not be responsible for any payment made to a third-party. All Terms of Use are applicable.
Related Jobs
-
-
-
-
Assistant Manager/Trainee Manager (Cashbuild Internal Applications Only)
Lusikisiki, Eastern Cape -
Job Detail
-
Job IdJD1473832
-
IndustryNot mentioned
-
Total Positions1
-
Job Type:Full Time
-
Salary:Not mentioned
-
Employment StatusPermanent
-
Job LocationCape Town, WC, ZA, South Africa
-
EducationNot mentioned