Assistant Manager - Operations (Travel)

TL;DR

Assistant Manager - Operations (Travel): Managing and overseeing a team of call center agents in a travel-focused BPO environment with an accent on performance monitoring, KPI tracking, and operational efficiency. Focus on coaching agents, ensuring compliance with work procedures, and driving continuous improvement in service quality.

Location: Must be based in Cape Town, South Africa

Company

hirify.global is a global Business Process Management (BPM) leader providing domain expertise across various industry verticals including travel, finance, and healthcare.

What you will do

• Manage and support a team of call center agents to ensure operational excellence.
• Monitor and analyze KPIs such as inbound call volume, wait times, and abandonment rates.
• Provide coaching, feedback, and motivation to team members to improve performance.
• Assist with call handling during peak workloads and resolve complex customer inquiries.
• Track employee attendance and ensure adherence to company procedures.
• Prepare performance reports and define targets for team improvement.

Requirements

• Travel industry background is essential.
• Proficiency in GDS or similar travel reservation systems is required.
• Grade 12 qualification.
• Ability to assist in hiring and onboarding processes.
• Strong communication and analytical skills for performance reporting.

Culture & Benefits

• Structured career path and professional development opportunities.
• Access to coaching and mentoring programs.
• Culture of outperformance and team celebration.
• Opportunities to contribute to community initiatives through the hirify.global Cares Foundation.