Assistant Manager - Operations

Location: Stadium on Main, 7708 Claremont, Cape Town, South Africa

Company

hirify.global, part of Capgemini, provides AI-powered intelligent operations and transformation services across multiple industries, including financial services, healthcare, insurance, logistics, travel, and hospitality.

What you will do

• Lead the team in achieving objectives, improving product knowledge, and delivering strong customer experiences.
• Monitor team performance, set clear goals, and provide coaching, mentoring, career counselling, and performance development.
• Complete quality assurance reviews, identify skill gaps, and deliver individual or group training.
• Attend management and stakeholder meetings and communicate relevant insights and information.
• Resolve complex or escalated queries and complaints while anticipating operational risks.
• Maintain customer record security and ensure compliance with data protection requirements and departmental procedures.

Requirements

• People management experience in a contact centre environment.
• Strong interpersonal, organizational, and time management skills.
• Ability to work independently and collaboratively.
• Analytical approach to problem solving.
• Ability to build and maintain relationships across Accenture and the client organization.
• Experience with utilities and complaints is beneficial.

Culture & Benefits

• Full-time employment based in Cape Town.
• Customer-focused culture centered on right-first-time delivery and continuous improvement.
• Opportunities to support team development through coaching, mentoring, and training.
• Work with international clients across multiple industries and operational environments.