Assistant Manager

2 weeks ago


Cape Town, South Africa ABC Worldwide Full time

**Urgently in need of BPO Assistant Manager/ Team Leader**

**Basic Function**
- Drive overall performance and manage International Insurance voice processes.
- Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines.
- Produce reports to gauge process performance and lead process meetings / calls.
- In addition to call service levels, customer satisfaction and voice quality on calls will be key metrics to be focused on. Attrition management will be a prime deliverable.

**Role / Responsibility**
- Manage teams
- Ensure customer satisfaction and productivity
- Meet targets
- Motivate team members
- Manage complaints
- Monitor call transactions
- Provide coaching and feedback to team members
- Assist new hires
- Client Interaction, where required
- Ensure compliance with internal policies and procedures, external regulations and information security standards
- Collect and provide data for audits
- Effectively management of workload

**Competencies & Skills**
- Knowledge of the function, process and systems
- Coaching and Feedback ability
- Excellent communication skills
- Effective operations management
- Previous experience in a similar environment is preferred

**Values & Behaviour**
- Customer Service Orientation
- Quality Orientation
- Empathy for effective on the job coaching and feedback

**Work Experience Requirements**
- Minimum 3 years of work experience in BPO/ Call Centre
- Should have at least one year of supervisory experience in International Call Centre, preferably and International client domain and Insurance, Collection or Utilities experience

**Education Requirements**

Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education

Contact person

James Knoll

Business WhatsApp - 074 644 4500



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