Assistant Manager - Operations

Manages and oversees a team of call center agents.

Motivates and supports agents through feedback and communication.

Measures KPI’s like inbound calls, call waiting, and call abandonment.

Assists with taking agents’ calls if they can’t handle the workload.

Improves quality of results by recommending changes.

Provides product/service information by answering questions and offering assistance.

Keep track of employee attendance, and make sure work procedures are complied with.

Assist in hiring and onboarding new employees.

Prepares monthly and annual performance reports.

Creates targets and goals for improvement.

Should have Travel background and GDS background

Grade 12

Travel Background essential

GDS or similar system knowledge