Assistant Manager - BPO

Roles and Responsibilities

• Manage daily operations of the contact center, ensuring efficient handling of customer queries and issues.
  
• Oversee a team of agents, providing guidance on process improvements and coaching to enhance performance.
  
• Develop and implement strategies to improve productivity, quality, and customer satisfaction metrics.
  
• Collaborate with other departments (e.g., sales, marketing) to drive business growth through effective communication and coordination.
  
• Ensure compliance with company policies, procedures, and regulatory requirements.
  

Desired Candidate Profile

• 3-6 years of experience in BPO Operations or Call Center Operations management.
  
• Strong understanding of Contact Center Operations principles and practices.
  
• Excellent leadership skills with ability to motivate teams for improved performance.
  
• Proficiency in MS Office applications (Excel, Word) for data analysis and reporting purposes.