Night Shift Assistant Contact Centre Manager

2 weeks ago

Cape Town, South Africa Teleperformance South Africa Full time

ACCM Nightshift

Job Overview

Main Responsibilities (but not limited to)
- Analyze and maintain all Service Level agreements; implement improvement plans as needed
- Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirement)
- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).
- Conduct scheduled reviews with The Client on performance delivery and mitigate the consequences of any service level or KPI failures by means of remedial measures within timelines agreed by The Client.
- Create and maximize the relationship with The Client.
- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and The Client to define action plans that resolve issues and drive continuous improvement.
- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements.
- Attend business reviews with the Client.
- Effectively manage a team of team leaders.

Competencies & Skills Required
- Solid understanding of how Quality can influence achievement of business objectives
- Have an excellent command of the English language
- Strong motivational skills to develop people’s attitudes and skills
- Excellent communication skills to impart knowledge and information
- Committed, enthusiastic, positive and resilient
- Able to cope in a high pressure environment
- Comfortable with adapting to fast paced change
- Ability to troubleshoot and solve problems through data analysis

Qualifications and Experience
- Previous Mid/Senior Managerial experience (Essential)
- Bachelor’s degree or equivalent experience in a call center or business-related field(advantageous)
- ACCM 1-3 years experience within role (preferred)
- Management Experience 24 months in a sales driven environment (Essential)
- Must be Customer service orientated
- Minimum 5 years of work experience in Business Process Off-shoring.
- Proven experience in management of a contact center
- Experience in KPI Management
- Matric/ Equivalent

**Salary**: R9,765.84 - R30,010.94 per month

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Education**:

- High School (matric) (required)

  • Night Shift Controller

    2 weeks ago

    Cape Town, South Africa Qetello Holdings Full time

    About the company: Our client, is a leading logistics company based in Cape Town, Northern Suburbs. They specialise in providing efficient transportation and distribution services to their clients, ensuring their satisfaction and trust in their services.Job Description: We are currently seeking diligent and reliable Night Shift Controllers to join our...

  • Night Shift Controller

    2 weeks ago

    Cape Town, South Africa Adzuna ZA B C2 Full time

    About the company: Our client, is a leading logistics company based in Cape Town, Northern Suburbs. They specialise in providing efficient transportation and distribution services to their clients, ensuring their satisfaction and trust in their services.Job Description: We are currently seeking diligent and reliable Night Shift Controllers to join our...

  • Night Shift Controller

    2 weeks ago

    Cape Town, South Africa Qetello Holdings Full time

    About the company: Our client, is a leading logistics company based in Cape Town, Northern Suburbs. They specialise in providing efficient transportation and distribution services to their clients, ensuring their satisfaction and trust in their services. Job Description: We are currently seeking diligent and reliable Night Shift Controllers to join our...

  • Night Shift Controller

    2 weeks ago

    Cape Town, South Africa Qetello Holdings Full time

    About the company: Our client, is a leading logistics company based in Cape Town, Northern Suburbs. They specialise in providing efficient transportation and distribution services to their clients, ensuring their satisfaction and trust in their services.Job Description: We are currently seeking diligent and reliable Night Shift Controllers to join our...

  • Security Gaurd Night Shift

    1 month ago

    Cape Town, South Africa City Centre Aparthotel Full time

    Looking for a qualified security gaurd - Must reside within Cape Town area - Working Night Shift experience required - Must be willing to work shifts - Must have minimum 3 years experience working as a guard. Please send CV including references **Job Types**: Full-time, Permanent Ability to commute/relocate: - Cape Town, Western Cape: Reliably commute or...

  • Night Shift- Sales Advisor

    5 days ago

    Cape Town, South Africa Teleperformance South Africa Full time

    Night shift Technical Sales Advisor Job Overview To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive. Providing quality customer service through sales at every instance, promoting products and services whilst stimulating revenue for the business To provide a...

  • Night Shift Assistant Contact Centre Manager

    4 weeks ago

    Cape Town, South Africa Teleperformance South Africa Full time

    ACCM Nightshift Job Overview Main Responsibilities (but not limited to) - Analyze and maintain all Service Level agreements; implement improvement plans as needed - Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s...

  • Transactional Quality Manager

    1 month ago

    Cape Town, South Africa WNS Global Services Full time

    Job DescriptionTo lead a Quality Team to execute the departmental strategic goals through reports, feedback, insights and trends to stakeholders according to agreed standards.Manage 'Next-Gen' Quality by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU.Ensure best use of systems and technology to deliver...

  • Brand Ambassador/ Value Ambassador- Night Shift

    4 weeks ago

    Cape Town, South Africa Teleperformance South Africa Full time

    Value Ambassador To provide a Simply Brilliant customer and employee experience by professionally and courteously handling all customer contact in compliance with company directive. Providing quality customer service through sales at every instance, promoting products and services whilst stimulating revenue for the business - Be a supplier full-time...

  • Contact Centre Advisory

    4 weeks ago

    Cape Town, South Africa RecruitCo (Pty) Ltd Full time

    Our international client is looking for a Contact Centre Advisory to be based in the Cape Town area. This will be a permanent position. **Requirements**: - Must be fluent in German. - Shift work required (UK GMT) - Monday to Friday: 08h00 - 20h00 - Saturday & Sunday: 09h00 - 18h00 - Experience is not necessarily required as training will be provided but...

  • Operations Manager

    1 month ago

    Cape Town, South Africa WNS Global Services Full time

    Job DescriptionYou will be fully responsible to manage the end to end Operations for our new Retail Client.Your duties will include, but not be limited to the following:• Achieve and exceed all client KPI’s and manage the day to day relationship with the client.• Achieve the Operations Financial Targets• Ensuring you have a happy workforce.• Team...

  • Contact Centre Advisory

    1 month ago

    Cape Town, South Africa RecruitCo (Pty) Ltd Full time

    Our international client is looking for a Contact Centre Advisory to be based in the Cape Town area. This will be a permanent position.Requirements:Must be fluent in German.Shift work required (UK GMT)Monday to Friday: 08h00 – 20h00Saturday & Sunday: 09h00 – 18h00Experience is not necessarily required as training will be provided but this will be a...

  • Contact Centre Lead

    1 month ago

    Cape Town, South Africa HotelJobs.co.za Full time

    Situated within the Central Reservations contact centre office for this luxury international 5* brand based in Cape Town. Hospitality experience within a luxury brand. **Business Unit or Division**: Central Reservations, Europe Responsible to: Director of Customer Contact, NEAA & SE **Responsible for**: **Contact Centre Team** **Scope & Purpose**: -...

  • Contact Centre Lead

    1 month ago

    Cape Town, South Africa Tanya Serra Full time

    Job Posted: 22-Jan-2024 - Location: Cape Town Situated within the Central Reservations contact centre office for this luxury international 5* brand based in Cape Town. Hospitality experience within a luxury brand. **Business Unit or Division**: Central Reservations, Europe Responsible to: Director of Customer Contact, NEAA & SE **Responsible...

  • Night Manager

    3 weeks ago

    Cape Town, South Africa Career Custodians Full time

    Village N Life is a leading Tourism and Hospitality company that is based in the beautiful Camps Bay.The Bay Hotel, a luxury hotel based in Camps Bay on the beachfront seeks a Night Manager to join their Front Office Team.The position is to assist guests with their overnight requests and balance accounts from the day shift. Responsible to check in guests and...

  • Night Manager

    4 weeks ago

    Cape Town, South Africa Career Custodians Full time

    Village N Life is a leading Tourism and Hospitality company that is based in the beautiful Camps Bay.The Bay Hotel, a luxury hotel based in Camps Bay on the beachfront seeks a Night Manager to join their Front Office Team.The position is to assist guests with their overnight requests and balance accounts from the day shift. Responsible to check in guests and...

  • Night Manager

    4 weeks ago

    Cape Town, South Africa Career Custodians Full time

    Village N Life is a leading Tourism and Hospitality company that is based in the beautiful Camps Bay.The Bay Hotel, a luxury hotel based in Camps Bay on the beachfront seeks a Night Manager to join their Front Office Team.The position is to assist guests with their overnight requests and balance accounts from the day shift. Responsible to check in guests and...

  • Arabic Speaking Lifestyle Manager

    4 weeks ago

    Cape Town, South Africa Hospitality Pro Recruitment Full time

    We are recruiting for a NIGHT SHIFT Arabic speaking Lifestyle Manager that can speak, read and write Arabic fluently for a global travel and leisure company based in Cape Town. **Responsibilities**: The Lifestyle Manager will be responsible for managing requests on behalf members. The services will range from assisting with everyday tasks, such as...

  • Courier - Vehicle (Code B/8 -night Shift)

    1 month ago

    Cape Town, South Africa Ampath Trust Full time

    Advert Reference: P7215 Courier - Vehicle (Code B/8 -Night Shift) Job Title: Courier - Vehicle (Code B/8 -Night Shift) Job Grade: Grade 14 Closing Date: 2023/09/06 Position Available From: 2023-09-04 Area: Cape Town Actual Place Of Work: Cape Town Position Type: Full-Time Weekly Hours: 42 Time Conditions: 7 day Work Week (South Africa) Purpose of...

  • Kitchen Assistant

    1 week ago

    Cape Town, South Africa The Haven Night Shelter Welfare Organisation Full time

    The Haven Old Age Home in Wood Stock requires the services of a Kitchen Assistant who will report directly to the Manager. The Kitchen Assistant will be responsible for: - Properly cleaning and sanitising all food preparation areas according to established standards of hygiene. - Washing and appropriately storing all cooking appliances, instruments,...