- Managing Day to Day Operations for Contact Center

- Ensure operation is carried on in an appropriate and cost-effective way

- Improve operational management systems, processes and best practices

- Preparing/updating reports. Presenting it to the management

- Help the organization s processes remain compliant

- Manage forecasts, shrinkage and attrition

- Perform quality controls and monitor production KPIs

- Recruit, train and supervise staff

- Find ways to increase quality of customer service

- Brief team on any changes implemented in process

- Allocate task to team members on daily/weekly basis

- KPI Management and People Management

- Engaging with staff and ensure high motivated workforce

- Ensuring Data Security and Compliance to company guidelines

- Client /Customer Relationship Management

- Addressing day to day Escalation

- MIS Management, Bottom Quartile Management





- Look for Opportunities on Business Improvement

- Employee Engagement Activities

- Appraisal using bell curve

Essential Skills:

- Proven work experience in team management and customer service.

- Should have experience in creating Reports using Excel, Pivot table, graphs etc

- Preparing Presentation

- Experience in forecasting

- Familiarity with business and financial principles

- Excellent communication skills

- Should have experience in managing people.

- Outstanding interpersonal skills

- 6 days working rotational shifts.

Education & Experience:

- Minimum Graduate

- 6+ years of experience in call center industry along with 2 years of people management

📌 Hiring Assistant Manager- BPO Operations (Hyderabad)
🏢 Apollo Health Axis
📍 Hyderabad