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 Prospects 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 (India)
🏢 Apollo Health Axis
📍 India