Assistant Manager - Operations - Call Center

Profile : Assistant Manager Operations

Job description:

Key responsibilities:

- Supervise, coach and develop team of associates to ensure efficiency of the department, satisfaction of customers and clients, and to maximize team performance.

- Hold regular one-on-one s and team meetings; contribute to team engagement.

- Actively manage performance; identify training needs and provide post-training support.

- Distribute assignments and coordinate work activities.

- Recognize and recommend operational improvements.

- Perform other leadership duties such as ensuring time worked is approved and entered on time, performance reviews are conducted and new staff are recruited on time.

- Ensure effective use of resources and knowledge.

- Monitor calls to ensure adherence to procedures and customer service standards.

- Manage high profile cases.

- Log in and take calls, when required.

- Ensure smooth ground operations with process adherence to deliver outcomes on agreed metrics

- Engage with Internal & external stakeholders to improve quality of service on Cost, Quality, & Turn Around Time

- Regular data analysis and performance reporting to the management

- Continuous process improvements to improve the efficiency of the team

- Managing the Operational risk

- Managing and motivating a big team

- Design and implement operational strategies to drive growth, improve customer satisfaction, and maximize operational efciency

- Collect, analyze, and interpret data to identify key performance indicators (KPIs) and measure operational effectiveness

- Develop data-driven insights to optimize operational processes, improve resource allocation, and enhance overall performance

- Oversee the end-to-end execution, ensuring adherence to quality standards, timelines, and budgetary requirements

- Coordinate with internal stakeholders, including logistics teams, and customer support, to ensure seamless execution

- Monitor performance, identify bottlenecks, and implement corrective actions to achieve operational goals

- Prepare and deliver clear, concise, and impactful presentations to internal and external stakeholders, including senior management

- Proven leadership skills to oversee and guide a team of talented individuals towards achieving collective goals, fostering a culture of collaboration, growth, and excellence.

Qualifications and Education Requirements:

- Post-secondary education coupled with a minimum of 2 years experience in a call centre setting.

- Minimum 1 year leadership experience.

- Possess problem solving, interpersonal and phone etiquette skills.

- Possess superb customer service skills, a strong customer focus, and commitment to customer satisfaction.

- Excellent leadership and motivational skills required including demonstrated ability to coach and provide feedback to others.