Operations - Assistant Manager – English - On Site Johannesburg

Genpact; Johannesburg; On-site; ZAR 40,000 - 60,000; Full time

Job summary

A global technology services provider in Johannesburg is seeking an Operations - Assistant Manager. The role involves overseeing customer service operations, ensuring high-quality service delivery, developing team training programs, and maintaining customer satisfaction. The ideal candidate will have strong leadership and problem-solving skills, with a graduation or postgraduate qualification. This position offers an opportunity to drive innovation and lead team performance in a fast-paced environment.

Benefits

Hands-on experience and mentorship

Continuous learning opportunities

Work with a large team of innovators

Qualifications

• Strong analytical skills to identify issues and develop effective solutions.
• Excellent verbal and written communication skills to interact effectively.
• Ability to inspire and lead new hire batches and teams.
• Ensure customer inquiries and issues are resolved promptly.
• Prepare and present regular reports on performance.

Responsibilities

• Oversee the daily operations of the voice customer service team.
• Track and analyze team performance metrics; provide regular feedback.
• Develop training programs to enhance team skills and knowledge.
• Lead and manage customer service projects.

Skills

Leadership

Problem-Solving

Communication

Adaptability

Training and development

Customer satisfaction

Process improvement

Reporting

Education

Graduate or Post Graduate in any field

Tools

CRM software

MS Word

Excel

Job description

Overview

Ready to shape the future of work? At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment. Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions—we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Operations - Assistant Manager – English – On site Johannesburg

Responsibilities

• Leadership: Ability to inspire and lead new hire batches and Production teams towards achieving common goals in direction of knowledge management and retention.
• Problem-Solving: Strong analytical skills to identify issues and develop effective solutions.
• Communication: Excellent verbal and written communication skills to interact with team members and customers effectively.
• Adaptability: Ability to work in a 24x7 fast-paced environment and adapt to changing priorities.
• Lead and manage: Oversee the daily operations of the voice customer service and outbound call team, ensuring high-quality service delivery.
• Performance monitoring: Track and analyze team performance metrics, providing regular feedback and coaching to improve efficiency and effectiveness.

Qualifications

• Minimum Qualifications / Skills:
• Training and development: Develop training programs to enhance team skills and knowledge, fostering a culture of continuous improvement.
• Customer satisfaction: Ensure customer inquiries and issues are resolved promptly and effectively, maintaining high levels of customer satisfaction.
• Process improvement: Identify opportunities for process enhancements and implement strategies to optimize service delivery.
• Reporting: Prepare and present regular reports on team performance, customer feedback, and operational challenges to senior management.

• Preferred Qualifications:
• Experience: Relevant experience in a supervisory role within customer service or call center operations.
• Skills: Strong leadership, communication, and problem-solving skills. Proficiency in CRM software and call center technologies.
• Attributes: Ability to work under pressure, manage multiple priorities, and adapt to changing business needs.
• Education Qualification: Graduate or Post Graduate in any field
• Advanced knowledge of MS Word & Excel.
• Ability to work in a fast-paced environment where standards of quality and timelines are established.
• High integrity to ensure compliance.
• Ability to work effectively in a team.
• Relevant experience with international IB/ OB Voice process
• Mandatory experience in Training and/or Quality function as Process Trainer and/or Quality Auditor

Why join Genpact?

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
• Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit, paying to apply, or purchasing equipment or training.

Please be informed the proof of education (including educational certificates) may be requested during the recruitment process. Genpact does not impose any CV format nor do we require you to enclose a photograph to your CV as part of the application process.