Assistant Manager - Utilities

Professionals in this group are responsible to manage inbound calls, queries via email and chat and customer service enquiries. Individuals identify and assess customers' needs and work with the team to resolve issues.

Team & Performance Management

• Lead and manage a team of agents to achieve productivity and quality targets.
• Monitor performance metrics, conduct coaching sessions, and provide constructive feedback.
• Set clear goals, KPIs, and performance expectations.
• Recognize high performance and implement strategies to reduce attrition.

Operational Excellence

• Manage day-to-day call operations, ensuring adherence to service level agreements.
• Prepare and present performance and operational reports to management and clients.
• Participate in recruitment, onboarding, and training of new team members.
• Ensure compliance with company and client policies.

Customer Service & Quality Assurance

• Oversee customer interactions to ensure professionalism and quality.
• Address escalations and resolve issues promptly.
• Implement process improvements to enhance service delivery.

Reporting & Analytics

• Collate, analyze, and present process-level data for decision-making.
• Maintain MIS reports and ensure accuracy and timeliness of submissions.
• Support automation and efficiency improvements in reporting processes.

• Minimum Grade 12 / Diploma / Graduate
• Utilities experience preferable 
• Strong leadership, communication, and client-facing skills.
• Solid understanding of performance management and operational excellence principles.
• Proficiency in MS Office and MIS reporting tools preferred. 

In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets