Assistant Manager - Operations

Location: Cape Town, South Africa

Company

hirify.global provides AI-powered intelligent operations and transformation services across industries including insurance, banking, healthcare, logistics, and travel.

What you will do

• Lead, support, and engage a team of Customer Service Advisors in an insurance campaign.
• Manage performance against business KPIs, SLAs, quality measures, and operational plans.
• Coach and develop Customer Service Agents by creating a positive learning environment.
• Analyze operational problems, identify improvement opportunities, and implement practical solutions.
• Plan schedules and activities to meet deadlines while supporting contact center objectives.
• Share knowledge and expertise to improve individual and team performance.

Requirements

• Matric qualification.
• Experience or capability in team leadership within a customer service or contact center environment.
• Ability to manage KPI and SLA performance while maintaining high customer service standards.
• Strong planning, problem-solving, coaching, and communication skills.

Culture & Benefits

• Opportunity to contribute to a large-scale insurance customer service operation.
• Focus on employee development, team engagement, and knowledge sharing.
• Work centered on customer fairness, service quality, and continuous improvement.
• Exposure to an international organization operating across multiple industries and countries.