Assistant Manager - Call Center Operations

Team Leadership and Management:

Lead, motivate, and inspire a team of 100 BPO professionals, fostering a positive work environment, and encouraging individual growth and development.

Set performance expectations, provide regular feedback, conduct performance evaluations, and implement appropriate recognition and corrective actions.

Ensure effective resource planning, staffing, and allocation to meet client needs and operational requirements.

Promote a culture of continuous learning, knowledge sharing, and collaboration within the team.

Operational Excellence:

Develop and implement strategies, policies, and procedures to optimize operational efficiency and quality standards, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).

Monitor and analyze operational metrics, identify trends, and implement improvement initiatives to enhance productivity and customer satisfaction.

Conduct regular performance reviews and analysis of team performance, identifying areas for improvement and implementing appropriate action plans.

Proactively address operational challenges, resolve customer escalations, and ensure timely and effective issue resolution.

Client Relationship Management:

Collaborate closely with clients to understand their requirements, objectives, and expectations, ensuring alignment between service delivery and client needs.

Maintain regular communication with clients to provide updates, address concerns, and build strong, long-term relationships.

Conduct regular client meetings, prepare performance reports, and present insights and recommendations to drive continuous improvement and exceed client expectations.

Process Improvement and Innovation:

Identify process improvement opportunities and implement best practices to enhance operational efficiency, quality, and cost-effectiveness.

Foster a culture of innovation, encouraging team members to suggest and implement new ideas, tools, and technologies to optimize operations and deliver enhanced customer experiences.

Stay updated with industry trends, emerging technologies, and competitive landscape to identify opportunities for operational advancements and business growth.