Description:
About the Role:
We are seeking a proactive Assistant Manager Operations to lead a team of customer service representatives and support the operational goals of the call center.
The ideal candidate will have hands-on experience in managing large teams, improving performance metrics, and driving customer satisfaction.
Key Responsibilities:
- Manage and support a large team within a call center environment, including direct supervision of Team Leaders.
- Develop and execute day-to-day operational objectives to ensure service excellence.
- Conduct resource planning to optimize productivity across people, processes, and technology.
- Monitor, collect, and analyze call center performance data (AHT, CSAT, service metrics, costs, etc.
- Manage budgeting, track expenses, and ensure optimal resource utilization.
- Hire, train, coach, and develop personnel to maintain high customer service standards.
- Improve operational efficiencies, call handling processes, and service quality.
- Prepare and deliver reports for senior management and cross-functional teams.
- Participate in monthly and quarterly business reviews (MBR/QBR) to present performance insights.
Qualifications:
- 4 TO 5 years of experience in operations or call center management.
- Strong leadership skills with experience managing multi-tier teams.
- Proficiency in MS Office and call center reporting tools.
- Excellent analytical, communication, and problem-solving skills.
- Ability to coach teams, manage escalations, and drive operational KPIs
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