Assistant Manager – Operations

LOCATION: Gaborone, Botswana

The Company

iSON is the largest customer experience service provider in Africa with a global presence in 17 countries employing 18,000 dedicated and talented people.

iSON Botswana seeks to recruit a suitably qualified individual for the position of Assistant Manager – Operations based out of Gaborone, Botswana.

Job Purpose

The Assistant Manager- Operations is the first level management contact on day day-to-day operations management. Directly responsible for delivery of client SLA; client management and handling escalations and ensuring quick resolution of issues. The Assistant Manager­Operations is responsible for leading, guiding and coaching the operations supervisory staff to ensure achievement of operational efficiencies, and achieve operational KPIs. The Assistant Manager – Operations is also expected to analysing MIS reports to capture trends; including shift scheduling; agent utilization; shrinkage and suggest areas of improvement; Scheduling and optimization for better agent utilization. Further to coordinate with other functions on workforce management; and manpower requirements in addition to ensuring adherence to Service Level Agreement compliance requirements through regular quality checks and reviews

Knowledge, Skills and experience

1. Minimum of Bachelor’s degree from a recognised tertiary institute.
2. Excellent client management skills
3. Excellent presentation and influencing skills
4. A quick thinker and able to identify possible value prepositions based on interactions and/or feedback from client.
5. Ability to achieve stretched performance targets.
6. Excellent work ethics and passionate about customer experience.
7. Strong organization skills with the ability to prioritise workloads and work within tight deadlines
8. Ability to work collaboratively in a team environment
9. Excellent communication skills (verbal and written)
10. Experience in the banking industry is an added advantage
11. Minimum of 5 years work experience in management position