Main purpose:
The Assistant Manager is responsible to lead, inspire and engage a team of Customer Service Advisors in delivering industry leading customer service through business KPI’s to increase the profitability of the business. . Working in the domestic courier industry as an Assistant Manager requires someone with specialist knowledge in order to deliver success against KPI targets and plans, through effective management of a team.

Key responsibilities:
Confidence and creditability.
• Ability to effectively communicate information and knowledge assertively, whilst demonstrating empathy with customers and colleagues.
• Impact and influencing skills.
• Ability to prioritize deliverables and plan accordingly.
• Embraces change whilst remaining productive and positive
• Manage the negativity of others Leadership and conflict resolution skills
• Knowledge / Experience of disciplinary procedures
• Performance management skills
• Good decision-making and Organizational skills
• Ability to coach and motivate individuals
• Excellent written and communication skills
• Willingness to be approachable and help team members
• Ability to work well under pressure
• Exceptional team work skills
• Determination to achieve high standards

Working hours:
• Rotational shifts
• Mondays to Saturdays : Between the hours of 8h00 – 18h00
• Sundays and Public holidays when required

Qualifications required:
• Matric/Grade 12 Certificate
• Relevant tertiary qualification would be advantageous
• Neutral accent essential with excellent verbal and written English communication skills
• MS Office (Intermediate level)
• Credit / Criminal Clear
• Minimum 2 years’ experience in leadership position (Contact center management and/ or Courier Industry)
• Experience in Logistics would be advantageous
• In depth knowledge or understanding of contact center technology and methodologies
• Understand good housekeeping for data protection and information security requirements.
Behavioral Traits Required:
• High degree of patience and assertiveness with excellent rapport-building skills
• Positively contribute and lead in team activities
• Takes pride in work, checking own for quality i.e... Lead by example
• Maintains effective time management
• Have a positive attitude and the ability to influence and motivate others
• Effective emotional intelligence (EQ)
• Team player, Flexible, Self-Motivated