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Assistant(e) Manager Hôtellerie
Found in: Talent ZA C2 - 3 days ago
Ecole Internationale Tunon Cape Town, South Africa StageDans le cadre de notre formation Bachelor Tourisme, l'Ecole Internationale Tunon de Nantes recherche pour l'un de ses partenaires un(e) Assistant(e) Manager en Hôtellerie pour notre client situé au Cape Town. · Notre entreprise partenaire est très bien placée dans le centre de C ...
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Assistant(e) Manager Hôtellerie
Found in: Talent ZA C2 - 2 days ago
Tunon Cape Town, South AfricaDans le cadre de notre formation , l'Ecole Internationale Tunon de Nantes recherche pour l'un de ses partenaires un(e) Assistant(e) Manager en Hôtellerie pour notre client situé au Cape Town. · Notre entreprise partenaire est très bien placée dans le centre de Cape Town. L'étab ...
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Assistant Manager
Found in: Talent ZA C2 - 4 days ago
WNS Global Services Cape Town, South AfricaJob Description · 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. ...
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Assistant Manager
Found in: Talent ZA C2 - 4 days ago
TSM Consulting Cape Town, South Africa Full timeOur client, the owner of four (6) very successful Nail Salons in Cape Town and surroundings, is urgently looking for an Assistant Manager to join their team. · To be successful in this role, you should be highly organised and able to manage clients with grace, even during peak de ...
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Assistant Manager
Found in: Talent ZA C2 - 4 days ago
WNS Global Services Cape Town, South AfricaJob Description · We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Senior Associates to create a customer centric and high performance culture through, effective management of people, metrics and pr ...
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Assistant Manager
Found in: Talent ZA C2 - 14 hours ago
WNS Global Services Cape Town, South AfricaJob Description · We are looking for experienced TL's to join our team based in Claremont. · This role lead a team of associates in a customer centric and high-performance culture through effective management of people, metrics and projects, with the objective of generating reve ...
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Assistant Manager
Found in: Talent ZA C2 - 4 days ago
WNS Global Services Cape Town, South AfricaJob Description · Main purpose: · The purpose of the Operations Trainer role is to deliver product and technical training to their assigned operational business unit. · The role of a learning and development professional is a vital component in ensuring agents and operational tea ...
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Assistant Manager
Found in: Talent ZA C2 - 4 days ago
WNS Global Services Cape Town, South AfricaJob Description · We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Senior Associates to create a customer centric and high performance culture through, effective management of people, metrics and pr ...
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Assistant Manager
Found in: Talent ZA C2 - 2 days ago
WNS Global Services Cape Town, South AfricaJob Description · To lead, inspire and engage a team of Customer Service Advisors in delivering industry leading customer service through business KPI's to increase the profitability of the business, remaining committed to treating customers fairly. This role includes administrat ...
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Assistant Manager
Found in: Talent ZA C2 - 4 days ago
WNS Global Services Cape Town, South AfricaJob Description · Team Manager for Insurance campaign · Job Description · Lead a Team of Customer service reps to deliver world class customer experience. Coach, support, drive and engage with you team to deliver the best results in KPIS and SLAs · Job Description · Main purpose ...
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Assistant Manager
Found in: Talent ZA 2A C2 - 10 hours ago
Lioness Treasure Cape Town, South Africa PermanentWe are searching for sales experienced people who are looking for growth.Requirements:Passed MatricPositive mindset and be energeticDuties & ResponsibilitiesRelationship buildingAssist and provide input around promotional material ...
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Assistant Store Manager
Found in: Job Placements ZA C2 - 15 hours ago
Isilumko Staffing (JHB) Cape Town, South Africa Full timeAssistant Store Manager needed in an Access Park (Kenilworth) store · Our client in the retail industry is currently seeking bright, bubbly, and energetic staff to join their team. · Requirements (Non-negotiable): · -Must have Assistant Store Manager experience in a retail store. ...
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Assistant Management Accountant
Found in: Talent ZA C2 - 1 day ago
Old Mutual Cape Town, South Africa Full timeDescription · This role supports the Management Accountant within the Group Cost Allocations Model and Enterprise Project Portfolio. The incumbent will primarily be required to process journals, produce financial reports, make adjustments to the model when required, carry out re ...
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Assistant Housekeeping Manager
Found in: Job Placements ZA C2 - 2 days ago
The Royal Portfolio Cape Town, South AfricaThe Silo Hotel's Assistant Housekeeping Manager will be responsible for planning, organising and developing the overall operations of the Housekeeping department to deliver on The Royal Portfolio's Purpose, which is "To give our guests a complete experience and a perfect stay". · ...
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Assistant Financial Manager
Found in: Job Placements ZA C2 - 5 days ago
O'Brien Recruitment Cape Town, South Africa Full timeWe are looking for an assistant financial manager, here is what you need to know about the role: · The main purpose of this position is: · To assist the Finance Manager with accounting and monitoring functions related to processing, planning, budgeting, financial reporting, and f ...
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Assistant Residence Manager
Found in: Talent ZA C2 - 2 days ago
Tower Group Cape Town, South Africa Full timeRequired: · Grade 12 (Matric), additional related Property management training and/or maintenance building background preferred. · Minimum of 2 - 4 years' related experience. · Student accommodation experience essential. · Strong Proficiency in relevant computer and software pack ...
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Wealth Manager's Assistant
Found in: Job Placements ZA C2 - 2 days ago
Conova Recruitment Cape Town, South AfricaKey Responsibilities:Administrative support to Wealth Manager:Prepare and collate new client onboarding documentation. · Oversee the management and updating of client CRM profile. · Liaise with external and internal providers on client specific queries and implementation of instr ...
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Assistant Maintenance Manager
Found in: Talent ZA C2 - 10 hours ago
RPO Recruitment Cape Town, South Africa Full timeRPO Recruitment is currently seeking an Assistant Maintenance Manager to join our client's team of professionals. As the Assistant Maintenance Manager, you will work closely with the Maintenance Manager to ensure the smooth operation of our client's facilities and equipment. You ...
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Assistant Construction Manager
Found in: Talent ZA C2 - 3 days ago
Hire Resolve Cape Town, South Africa Full timeWe are currently seeking an Assistant Construction Manager to join our client's team in the Civil Engineering industry. As an Assistant Construction Manager, you will assist in planning and managing construction projects, ensuring they are executed according to the project plans ...
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Assistant Catering Manager
Found in: Talent ZA C2 - 2 hours ago
Tsebo Group Cape Town, South AfricaTsAfrika is recruiting an Assistant Catering Manager to join our team, in this role you will be required to assist the Manager in the day-to-day management tasks of providing a catering service to the required standards. · As a leading African Integrated Workplace Management Solu ...
Assistant Manager - Cape Town, South Africa - WNS Global Services
Description
Job DescriptionJOB PURPOSE
Responsible for resource planning and capacity management of available resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of calls at the desired service level. To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy.
KEY RESPONSIBILITY AREAS
1. Develop and maintain short and long term forecast/capacity plans and ensure sufficient staff is available during peak periods
2. Review and analyse the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required
3. Devise and deliver project that benefits the campaign
4. Create a yearly calendar of potential risk
5. Provide optimal forecasting, scheduling and identifying new methods, strategies and opportunities
6. Ensure sufficient staff is scheduled per interval to meet productive hour targets
7. Analyse historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans
8. Provide optimized schedules which meet the contracted SLA's and effectively communicate any potential risks
9. Create scenarios and present to the operations leadership team on the scheduling options highlighting risk and benefits
10. Track and monitor plans to identify optimization opportunities and report on variance to plan.
11. Report on and monitor agent productive hours delivery
12. Effectively manage planned shrinkages to ensure that delivery against client expectation is met
13. Manage two real time analysts to ensure that we meet client and internal expectations.
QualificationsMatric / Grade 12 or international equivalent
Call Centre Maths
Industry relevant training courses, including WFM processes, terminology and tools
Preferred
A relevant qualification in BA/BS degree required, preferred economics, statistics, business or equivalent education
Experience
Min 3 year's experience in a WFM team.
Min 1 year's planning experience with Aspect systems
Experience managing client relationships
Spread sheets with formula application and/or database software (Excel, Access)
Knowledge in Automatic Call Distribution Technology and experience with Forecasting/ Scheduling software.
Advanced MS Office
Additional InformationJOB-RELATED KNOWLEDGE, SKILLS & COMPETENCIES REQUIRE
Engagement
Communication skills
Problem Solving
Planning & Organizing
Risk Management
Incident Management
Data Analysis
Stakeholder Management
Client Communication
Report writing
Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
Attention to detail
OTHER SPECIFIC REQUIREMENTS
Own vehicle with a valid driver's licence
Must be able to travel across multiple sites
Must be able to work evening hours
Note -
Afternoon and night shifts – Monday to Sunday (rotational shifts)
Candidates are required to have fibre or live in a fibre enabled area.