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Job Title
Assistant Manager
Employment Type
Full Time
Experience
5 to 20 years
Salary
R17000 to R21000
Job Published
16 September 2022
Job Reference No.
1173854708

Job Description

Urgently in need of  BPO Assistant Manager/ Team Leader (George area)

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

Email address - james@abcworldwide.com

Business WhatsApp - 074 644 4500

 

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