Assistant Manager Call Center

Role Summary

The Assistant Manager Call Center supports the Manager in leading daily operations of a multi-channel Facilities Management (FM) contact center. The role involves overseeing all inbound and outbound communication channels including calls, emails, WhatsApp, and ticketing systems, while ensuring seamless integration with the CAFM (Computer-Aided Facilities Management) platform. The position requires a strong understanding of AI and automation tools to improve customer experience, service efficiency, and data accuracy across operations.

Key Responsibilities

Operational Support

Supervise daily agent performance and ensure adherence to SLAs and service standards.
Oversee accurate job logging, assignment, and closure within the CAFM system.
Assist in shift scheduling, manpower planning, and workforce optimization for 24/7 operations.
Monitor all communication channels to ensure quick and effective response and escalation handling.
Support achievement of operational KPIs including Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).

AI & CAFM Integration

Support implementation of AI-powered solutions such as chatbots, IVR automation, and predictive call routing integrated with the CAFM system.
Collaborate with IT teams and vendors to enhance system functionalities and workflow automation.
Monitor AI and CAFM data dashboards to identify trends and areas for process improvement.
Ensure CAFM data integrity by validating work orders, updates, and closure information.

Customer Experience & Quality

Conduct regular quality reviews of call recordings, CAFM entries, and digital communication logs.
Handle escalations and perform root-cause analysis using CAFM data to enhance service delivery.
Contribute to customer journey improvement initiatives and service enhancement projects.
Coach agents on communication standards and effective use of CAFM for customer updates and job tracking.

Reporting & Analytics

Prepare periodic reports on call volumes, CAFM job creation rates, AI utilization, and SLA compliance.
Use CAFM data and AI insights to forecast workload, manpower needs, and operational trends.
Present performance reports and recommendations to improve efficiency and automation.

Qualifications & Skills

Education:
Bachelors degree in Business Administration, Computer Science, or related field.
Certification in Contact Center Management, CAFM Systems, or AI preferred.

Experience:
Minimum 5 years of call center experience, with at least 2 years in a supervisory or team leader role.
Prior experience within the Facilities Management or Service industry is required.
Practical knowledge of CAFM systems and AI-enabled contact center tools.

Key Competencies:
Strong understanding of CAFM workflows and FM service operations.
Data-driven and analytical mindset with ability to interpret reports and KPIs.
Excellent communication, leadership, and coaching skills.
Customer-centric approach with strong problem-solving capabilities.
Proficiency in reporting and analytics tools (e.g., Excel, Power BI).

KPIs

SLA adherence and CAFM job completion accuracy

AI-assisted job creation and ticket automation rate

Accuracy and timeliness of CAFM data entry

Average Handling Time (AHT) and First Call Resolution (FCR)

Customer Satisfaction (CSAT/NPS) improvement