Kochar Infotech - Assistant Manager - Operations

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