Assistant Operations Manager

iSON Xperiences Malawi

iSON Xperiences is a global CX management company present in 19 countries globally, with over 18,000 employees.

iSON Malawi is seeking to recruit an Assistant Operations Manager to be based at Lilongwe.  The primary role of the Assistant Manager, Operations will be ensuring delivery of exceptional Customer Service in line with client SLA and by working closely with Call Center Supervisors; client; and other stakeholders such as workforce management and quality.

Additionally, the Assistant Manager, Operations will be responsible for identifying areas of improvement in delivering customer experience and suggest solutions to address the same both internally and to client. Ensure corrective action is taken on the gaps identified through Audits team; always have adequate staffing based on process requirement, monitor attrition trends and work closely with HR to mitigate any deviation on attrition targets; interact with the client on a regular basis to determine the level of satisfaction and ascertain areas of improvement based on client feedback. Provide input for value addition services to client for their consideration.

Knowledge, Skills and attributes

  1. Qualifications in Management or any other related field of study.
  2. Minimum of five (5) years’ experience in Call Center Operations.
  3. Excellent understanding of technology, software applications, phones and computer system.
  4. Advanced customer focus and customer service skills.
  5. Exceptional coaching and counselling skills to motivate employees.
  6. Excellent organization skills
  7. Great verbal and written communication skills.
  8. Ability to remain calm and in control of a situation.
  9. Attention to detail
  10. Demonstrates a sound work ethic, and is consistent and fair in making decisions.
  11. Proven Leadership skills
  12. Flexible to work a six (6) day week.

All suitably qualified and interested candidates should email their Job Applications with detailed CVs, certified copies of academic certificates to mwrecruit@isonxperiences.com  by close of business, Friday, 14th March 2025.