Assistant Manager-Operations at iSON Xperiences Limited

Job Summary:

• iSON Xperiences Limited is seeking a highly motivated and experienced Assistant Manager – Customer Service Operations to join our team in Nairobi. This role is key in ensuring efficient project operations and maintaining high levels of client satisfaction. The ideal candidate will be the first point of contact between the client and the company, driving SLA achievement, operational excellence, and continuous improvement in service delivery.

Key Responsibilities:

• Drive achievement of Service Level Agreements (SLAs) in collaboration with location leadership.
• Ensure compliance with customer service delivery processes and procedures.
• Act as the primary liaison between the client and the company, ensuring smooth project operations.
• Coordinate with internal stakeholders regarding workforce planning and service level compliance.
• Conduct quality checks and performance reviews to maintain service standards.
• Lead and supervise customer service teams, providing guidance and performance feedback.
• Interact regularly with clients to measure customer satisfaction and address concerns.
• Identify process gaps and implement improvement initiatives with cross-functional teams.
• Prepare and present performance metrics to clients and internal management.
• Stay updated on industry trends and incorporate best practices in service management.

Qualifications:

• Minimum of a Bachelor’s Degree from a recognized tertiary institution.
• At least 3 years of experience in a supervisory operations role in a Call Centre or BPO environment (e.g., as a Senior Team Leader or Assistant Manager).

Key Skills & Competencies:

• Proven client management skills and ability to build lasting relationships.
• Strong presentation and influencing skills.
• High standards of work ethics and passion for excellent customer service.
• Excellent communication skills (both verbal and written).
• Strong analytical and problem-solving abilities.
• Team leadership and performance management capabilities.
• If you’re a results-driven operations leader passionate about customer satisfaction and service excellence, this role offers a dynamic opportunity to grow your career with a leading BPO provider.