Assistant manager Operations

- Job Description Summary

The Assistant Manager for the International Voice Contact Center will play a crucial role in overseeing the daily operations of the contact center. This role involves managing a team of customer service representatives, ensuring high-quality service delivery, meeting performance targets, and continuously improving operational efficiency. The Assistant Manager will report directly to the Contact Center Manager and collaborate with various departments to ensure alignment with company goals.

- Team Management:
- Supervise and lead a team of customer service representatives, ensuring they meet performance and service quality standards.
- Conduct regular team meetings, performance reviews, and provide ongoing coaching and feedback.
- Foster a positive and motivating work environment, promoting teamwork and skilled growth.
- Operational Oversight:
- Monitor daily operations of the contact center, ensuring adherence to schedules, service level agreements (SLAs), and key performance indicators (KPIs).
- Manage call volume, response times, and agent productivity to maintain high customer satisfaction.
- Implement and uphold policies, procedures, and best practices.
- Quality Assurance:
- Conduct quality assurance checks and audits to ensure consistent and high-quality customer interactions.




- Address escalated customer issues and complaints, providing resolution and improving service processes.
- Analyze call center metrics and reports to identify areas for improvement and implement corrective actions.
- Training and Development:
- Develop and facilitate training programs for new hires and ongoing training for existing staff.
- Ensure team members are knowledgeable about products, services, and customer service techniques.
- Keep the team updated on new processes, technologies, and industry trends.
- Performance Analysis and Reporting:
- Prepare and present regular performance reports to the Contact Center Manager.
- Utilize data and analytics to drive decision-making and strategic planning.
- Identify trends and insights to enhance customer service and operational efficiency.
- Collaboration and Communication:
- Work closely with other departments (e.g., IT, HR, Sales) to ensure seamless operations and support.
- Communicate effectively with team members, management, and stakeholders.
- Participate in cross-functional projects and initiatives to improve overall business performance.
- US healthcare exp would be an added advantage

Pay: ₹500,000.00 - ₹700,000.00 per year

Benefits:

- Commuter assistance
- Provident Fund

Work Location: In person

📌 Assistant Manager - Operations (India)
🏢 Talent Placement consultancy
📍 India