Assistant Manager Operations Night Shift

Key Responsibility Areas:

Manage team performance

Provide effective coaching and constructive feedback to subordinates

Take customer service and escalation when needed

Holds team huddle/coaching session/goal setting/one on one as needed/required

Handles escalated requests and research answers posted by associates to ensure customer satisfaction

Reviews and analyzes performance data creates action plans and monitors execution to ensure goals are met

Holds regular check-in meetings with the client to keep them informed of the trends changes and development within the team

Facilitates learning sessions to enhance associate technical and communication skills

Performs administrative tasks such as sending daily capacity reports daily/weekly performance dashboards and other ad hoc tasks

Qualifications :

Qualifications Required:

Matric/Grade 12 qualification

Tertiary qualification will be advantageous

Experience Knowledge Skills and Attributes Required:

Minimum 1-2 years experience as a team leader in a call center

Experience within BPO sector as a team Leader 

Computer literate

Strong verbal and written English communication skills

Behavioural Traits Required:

Client relationship management abilities

Strong analytical thinking and problem-solving abilities

Focus on delivering excellence

Leadership skills

Additional Information :

US Rotational Shifts

US Graveyard Shifts

Century City and Observatory

Remote Work :

No

Employment Type :

Full-time