Assistant Manger - Operations

Assistant Manager : ( Operations / Travel Campaign )
Location: Johannesburg
Department: Operations 

About Quantanite
At Quantanite, we are a premier BPO provider dedicated to delivering exceptional customer service solutions. Our work environment is dynamic and inclusive, fostering innovation, collaboration, and professional growth. Join us and help drive operational excellence while supporting and developing our frontline teams.

Position Overview:
We are seeking a highly capable and service-oriented Assistant Manager to support our Travel Campaign operations. This pivotal role bridges the gap between the Call Centre Manager and Team Leaders, ensuring smooth daily operations and maintaining high service standards tailored to the unique needs of the travel industry.

This position requires an individual with strong leadership skills, hands-on experience in travel customer service, and a passion for delivering world-class support to travelers. The ideal candidate thrives in fast-paced environments, excels at managing teams, and is committed to customer satisfaction and compliance.

Key Responsibilities:
Team Leadership & Support:
Assist the Call Centre Manager in coaching and developing Team Leaders and their travel campaign teams.

Lead team huddles, provide performance feedback, and support with escalated queries and staff engagement.

Ensure agents are well-versed in travel-related policies, processes, and customer expectations.

Travel Operations Oversight:
Help manage day-to-day operations of the travel campaign to meet SLAs and exceed customer expectations.

Work closely with workforce management to optimize schedules around high-demand travel periods.

Maintain operational readiness in response to changes in travel regulations or customer trends.

Performance & Quality Management:
Monitor KPIs such as Average Handle Time (AHT), First Contact Resolution (FCR), and CSAT specific to the travel industry.

Support reporting on performance trends, customer feedback, and quality assurance outcomes.

Collaborate with QA and Training teams to tailor improvements specific to the travel experience.

Customer Escalations & Resolution:
Act as a secondary escalation point for sensitive or complex travel-related customer issues.

Ensure timely and empathetic resolution in line with brand and campaign expectations.

Training & Development:
Support onboarding and ongoing training for new hires focused on travel systems, booking platforms, and travel protocols.

Deliver refresher coaching sessions and help maintain high product and destination knowledge across the team.

Qualifications:
Education
Bachelor’s degree in Business, Hospitality, Travel & Tourism, or relevant field preferred (or equivalent work experience).

Experience:
3–5 years in a customer service or contact centre environment, preferably in a travel or hospitality campaign.

Experience handling booking systems, travel software, or GDS platforms is advantageous.

Previous experience in a leadership or assistant management role is preferred.

Skills:
Strong people leadership and motivational skills.

In-depth understanding of travel campaign dynamics, customer expectations, and operational workflows.

Proficiency in CRM and call centre systems.

Excellent communication, problem-solving, and conflict-resolution abilities.

Attributes:
Calm and effective under pressure, especially during peak travel seasons or disruption events.

Results-driven, highly organized, and adaptable to fast-changing travel industry demands.

A customer-first mindset with a passion for improving traveler experiences.

Certifications: 
Travel-related certifications or call centre leadership qualifications are a plus.

What We Offer :
Professional Development: Access to training programs, career advancement, and leadership development.

Collaborative Culture: Inclusive, empowering work environment where your contributions matter.

Impact: Opportunity to help shape a high-performance travel campaign that delivers exceptional customer journeys.

How to Apply:
If you're ready to take the next step in your career and make a direct impact in our travel campaign, please submit your updated resume and a brief cover letter through the internal hiring portal.