Overview

The role is to support the continued growth of the campaign. The successful candidate will be responsible for monitoring, evaluating and improving effectiveness of Quality standards on the campaign.

Qualifications

Qualifications and Experience

• 2/3 Years’ experience as an Operations Assistant Manager within a contact centre environment.
• Experience in KPI Management
• Matric/ Equivalent

Responsibilities

• 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 sc...