Assistant Manager - BPO

Roles and Responsibilities

• Manage day-to-day operations of the contact center, ensuring efficient handling of customer queries and issues.
  
• Oversee team performance, providing guidance and support to achieve targets and goals.
  
• Develop and implement process improvements to enhance productivity, quality, and customer satisfaction.
  
• Collaborate with cross-functional teams to resolve complex issues and drive business growth.
  
• Ensure compliance with company policies, procedures, and regulatory requirements.
  

Desired Candidate Profile

• 3-5 years of experience in BPO Operations or Call Center Operations management.
  
• Proven track record in managing teams effectively to meet KPIs such as AHT, Shrinkage, Attrition etc. .
  
• Strong understanding of Contact Center Operations including scheduling software (e.g. Workforce Management) .
  
• Excellent communication skills with ability to work closely with internal stakeholders at all levels.