Assistant Manager - Operations

About the role

We are seeking a high‑performance professional with strong leadership and problem‑solving abilities to lead a team of Senior Associates. The role focuses on building a customer‑centric, high‑performance culture through effective people, metric and project management, driving business growth and revenue retention.

Key responsibilities

• Engage and support staff to achieve KPIs through coaching, performance management and career development programs.
• Ensure successful delivery of projects and programmes by managing stakeholder expectations and communications.
• Interpret and report data diligently, using insights to improve team performance and processes.
• Maintain productivity by ensuring staff adhere to schedules and handling IR and payroll queries efficiently.

Required profile

• Minimum Grade 12; tertiary qualification in management preferred.
• At least 2 years of experience in a contact centre environment.
• More than 2 years of experience in the BPO sector and in a management role.
• Proven track record of delivering client, customer and business outcomes.
• Experience managing omni‑channel customer operations and a team of 12‑14 staff.

Required skills

• Sound working knowledge of Microsoft Word, Excel, PowerPoint and Outlook.
• Report writing and stakeholder management.
• HR process knowledge and conflict management.