- Leading meetings with team members to discuss team performance and work plans for upcoming months.
- Training new employees on company policies and procedures to ensure they are knowledgeable about their jobs.
- Monitoring employee performance to ensure that they are meeting goals and upholding company standards.
- Managing employee attendance to ensure that all staff members are at work on time and working efficiently throughout their shifts.
- Ensuring that all customer issues are resolved in a timely manner and that customers are satisfied with the service they receive.
- Reviewing call logs and evaluating call quality to identify areas for improvement.
- Communicating with clients to schedule appointments and answer questions about products and services.
- Fostering a positive work environment by encouraging team members to work together effectively.
- Establishing and enforcing policies and procedures to ensure that the call center is running efficiently
- Airline/Aviation experience
- Night shift (24/7 rotational)
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Deputy Manager - Cape Town, South Africa - WNS Global Services
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