Operations Team Lead — Onsite, 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

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.