Assistant Manager, Operations

Overview

The person will be responsible for the development, coordination, and management of the campaign and effective running of customer relationship function among the client and their customers, by meeting the highest standards of performance and quality KPIs, set by the mutual agreement between the company and the client. Core duties include managing the campaign operations & processes and keeping an oversight that all operational metrics are in line with set standards to ensure the best call experience for the customers. The person should have strong management skills, a proven ability to deliver customer quality service on schedule, the ability to "see the big picture", and the energy, motivation, and communication skills to play a key role in a dynamic, growing technology-based company.

Responsibilities

• Communicate the company’s vision, purpose, and core values to the front-line employees
• Client Dealing – Contractual obligations; Financials
• Implement and support company policies and procedures
• Improve teamwork and facilitate communication among the team members
• Create a sense of ownership among the employees
• Conducting Operation Sups interviews for new hires (internally and extremely)
• Coordinate with relevant support departments for employee grooming
• Coordinate with relevant support departments for to ensure effective operations
• Assist in the implementation and maintenance of the highest level of quality systems within the call center
• Handle employee concerns and provide conflict resolution. To address all employees’ operational concerns
• Supervise the regular monitoring and evaluation of the performance of each team with respect to the quality metrics
• Strive for continual improvement of the customer service quality systems and the processes by which they are developed
• Provide the leadership required for the successful completion of projects assigned to the Customer services (call center) team, striving for continual improvement of the Customer relationship management
• Liaise with all departments to have a good understanding of products, procedures, and processes in order to assist team and the customers with queries
• Keep a close eye on the center’s KPIs / stats and highlight any issue and concern impacting center performance and take necessary measures before it becomes a red flag
• Facilitate cross-functional communication among employees for better working conditions
• Motivate the agents to meet given targets and ensure continuous improvement
• Ensure compliance with all company policies, procedures, and practices
• Perform other duties as assigned by management
• Any other task assigned by the management from time to time

Qualifications

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