Assistant Manager
Save this job and keep your search organized
Create a free account to save jobs, create alerts and return to this listing from your dashboard.
By continuing, you agree to our Terms & Privacy Policy.
Drive overall performance and manage Utilities & Insurance voice processes within Sales & Service. 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.
- Customer Satisfaction - as per agreed Key Success Factors.
- Process performance - as per agreed KSFs.
- Attrition - as per agreed KSFs.
- Quality and productivity Improvement
- Level of subject matter expertise - To be able to support team queries
- Any other essential function that may occur from time to time as directed by the Supervisor.
- Manage teams and ensure customer satisfaction, quality and productivity targets are met
- Motivate team members and control attrition
- Complaint and escalation management
- Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
- Provide coaching and feedback to team members to enable them to improve their performance.
- Assist new hires such that they are productive on the floor in the shortest possible time frame
- Client Interaction, where required - Daily/Weekly/Monthly
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
- Collect and provide data required for various audits like GI/Internal Audit
- Effectively manage queue and balancing of work loads
- Knowledge of the function, process and systems
- Coaching and Feedback ability
- Clear written and verbal communication
- Effective operations management
- Customer Service Orientation.
- Quality Orientation.
- Empathy for effective on the job coaching and feedback.
- Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.
- Minimum 3 years of work experience in Business Process Off-shoring.
- Should have at least one year of supervisory experience in international Voice business, preferably in the Utilities & Gas or Insurance industry.
-
Assistant Store Manager
2 days ago
Cape Town, Western Cape, South Africa iKhokha Full-timeCompany DescriptioniKhokha is a place where chance takers become change makers. At iKhokha, we’re made to make it. As you'd expect, our pace is fast-moving and ever-changing. We like it that way. As one of the fastest growing Fintech's in Africa we've built a team of global change-makers who want to make an impact. If you believe that you are made to...
-
Assistant Manager
3 days ago
eastern cape, eastern cape, South Africa Profile Personnel Full-timeAssistant Manager Required for a renowned retail store based in King Williams Town. NON-NEGOTIABLES Grade 12 (Matric) essential Valid driver’s license and own vehicle required Must have retail or hospitality industry experience (including long hours, weekends, and public holidays). Minimum of 1–2 years of supervisory or management experience. Key...
-
Assistant Manager
4 days ago
Cape Town, Western Cape, South Africa EXL Full-timeAn Engagement Lead is responsible for bringing two target audiences together in a better relationship. This could mean serving as a Membership Engagement Manager, whose primary responsibility is to successfully manage the relationship between the dues-paying members or volunteers in an organization and the organization’s mission and purpose. Or, it could...
-
Assistant Store Manager
4 days ago
Cape Town, Western Cape, South Africa Galxboy Full-timeGALXBOY is a proudly South African streetwear brand that emerged from the underground, rebellious youth culture found in the country’s urban hubs. Built on a foundation of ambition, collaboration, and persistence, it has grown into a leading national label. Known for its bold designs and deep cultural relevance, GALXBOY reflects a new generation of South...
-
Assistant Manager
18 hours ago
Cape Town, Western Cape, South Africa Innovazi Consulting Full-timeMinimum Requirements:Matric / Grade 12.A minimum of 2 years experience in an employee engagement role.Excellent interpersonal and communication skills.Flexible, dynamic, and engaging personality.Ability to respond effectively to requests from clients, employees, and management.Proven ability to achieve goals, deliver results, and solve problems.Strong...
-
Assistant Manager
18 hours ago
Cape Town, Western Cape, South Africa WNS Full-timeCompany Description WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance,...
-
Assistant Manager Finance
1 day ago
cape town, western cape, South Africa CO_SANFPL Apex Fund & Corporate Services SA (Pty) Ltd Full-timeThe Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers. Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully...
-
Lead Assistant Manager
12 hours ago
Cape Town, Western Cape, South Africa Isilumko Staffing Full-timeOverviewThis role manages the team and delivers Preprocess and Process Trainings to all employees. It includes evaluating training feedback and providing recommendations to enhance training effectiveness. Primary interactions include coaching and mentoring of the Operations trainers, and managing and reporting. The role also involves designing and developing...
-
Assistant Manager
2 days ago
Cape Town, Western Cape, South Africa WNS Global Services Full-time R 320,000 - R 520,000 ContractWNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered...
-
Assistant Management Accountant
2 days ago
Cape Town, Western Cape, South Africa Old Mutual Full-timeDescription This role is responsible for the effective execution and management of Banking Operations, encompassing cash and liquidity management, payment operations, banking infrastructure, financial analysis, banking relationships, risk, financial controls and governance. The role ensures secure, efficient and well-controlled banking processes, while...