Ops Assistant Manager - Call Center Lead (Travel/GDS)

WNS; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading BPO company in South Africa is looking for a dedicated Call Center Team Leader to manage and support a team of agents. The ideal candidate will have a Grade 12 qualification and experience in the travel sector, with proficiency in GDS systems. Responsibilities include tracking KPIs, ensuring compliance with work procedures, and assisting with recruitment and onboarding of new staff. This role promises career growth and a supportive work environment focused on employee engagement and development.

Qualifications

• Experience managing and supporting call center agents.
• Ability to measure and analyze KPIs.
• Background in travel industry and knowledge of GDS systems.

Responsibilities

• Manage a team of call center agents.
• Motivate agents and support them with feedback.
• Track employee attendance and ensure compliance.
• Assist with onboarding new employees.

Skills

Team management

KPI measurement

Call center operations

Motivation and communication

Travel background

GDS knowledge

Education

Grade 12

Job description

A leading BPO company in South Africa is looking for a dedicated Call Center Team Leader to manage and support a team of agents. The ideal candidate will have a Grade 12 qualification and experience in the travel sector, with proficiency in GDS systems. Responsibilities include tracking KPIs, ensuring compliance with work procedures, and assisting with recruitment and onboarding of new staff. This role promises career growth and a supportive work environment focused on employee engagement and development.