Assistant Manager - Operations - UKH - South Africa
Core
Lead a team of Senior Associates to create a customer-centric culture, manage people and projects, and drive business revenue through continuous improvement.
Role type
Assistant Manager - Operations (Contact Center/BPO)
Builds
Customer service operations and business processes for global clients
Domain
Business Process Outsourcing (BPO), Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, performance management, stakeholder management, data analysis, financial management, HR process knowledge, report writing, Microsoft Office proficiency, conflict management, strategic thinking, time management
Preferred skills
Tertiary qualification in management, proven contact center experience, WiNS rating and 'L' status, experience managing scale of 12-14, Omni-channel customer operations experience, BPO industry knowledge
Technologies
Microsoft Word, Excel, PowerPoint, Outlook
Responsibilities
Engage and support staff to achieve KPIs through coaching and performance management; ensure successful delivery of projects by engaging stakeholders; interpret and report data to improve team performance; maintain productivity by managing staff schedules and payroll queries
Seniority
Mid-level management