Would you like to work for a global Contact Centre Solutions company, specializing in customer experience providing professional, quality, cost effective and efficient business support solutions to both local and international markets?
Do you aspire to make a difference and major contribution to clients, whilst also doing meaningful work, that gives you freedom and purpose?

Then, this role is for you!

Our client is based in Cape Town Airport area and is currently looking for Operations Call Centre Assistant Manager to join their fast-growing and dynamic team.

Location: Cape Town Airport area

Salary: Market related + performance bonus

Position: Permanent

Requirements:

• 6 years of work experience in BPO industry
• Short-Term Insurance experience and/or Full Qualification advantageous
• FAIS Compliant advantageous
• RE5 Qualification advantageous
• Hands-on experience with spreadsheets and proprietary software
• Feedback Skills
• Customer Service Focus
• Active listening Skills
• Coaching and mentoring Skills
• Presentation and Facilitation Skills
• High degree of accuracy and attention to detail

Roles and responsibilities:

• Lead, motivate and develop Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure targets are achieved
• Meet and exceed campaign objectives and targets
• Ensure that SLA’s, Business Rules and Quality standards are adhered to across all campaigns
• Ensure suitable structures are in place to sustain the day-to-day functioning of the campaigns
• Completion of daily, weekly and monthly reporting, provide insight and act where needed to ensure targets are achieved
• Develop, implement and review effective staff welfare and engagement processes that motivate your staff across all levels
• Drive reward and recognition activities for your respective campaigns
• Assist with the implementation of projects which impact the contact centre
• Engage with HR and Recruitment to ensure recruitment & talent selection adequate and aligned with campaign requirements
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience
• Directly handle escalated customer queries and complaints