Assistant Manager Operations

About the Role:

Sybrid is looking for a highly organized and performance-driven Assistant Manager – Operations to oversee daily call center activities, ensure the achievement of sales and service targets, and maintain strong client relationships. The ideal candidate will possess strong leadership capabilities, a strategic mindset, and the ability to manage teams effectively while driving operational excellence.

Key Responsibilities: Operational Management

• Oversee daily operations to ensure achievement of Sales, Service, and KPI targets.
• Monitor call center performance metrics including QA scores, attendance, adherence, and productivity.
• Coordinate with internal support departments to ensure smooth operational alignment.

Team Leadership & Development

• Supervise Team Leaders and their respective teams, providing continuous coaching and mentoring.
• Conduct regular performance evaluations and implement improvement plans where required.
• Motivate and guide teams to maintain a positive, productive, and disciplined work environment.
• Ensure adherence to company policies, standards, and operational guidelines.

Client & Stakeholder Management

• Maintain strong communication with clients regarding daily performance updates, escalations, and operational insights.
• Participate in client calls, business reviews, and meetings to ensure alignment with expectations.
• Ensure client deliverables are met and consistently exceeded.

Quality & Process Improvement

• Implement and uphold quality standards while driving continuous improvement initiatives.
• Collaborate with QA and Training teams to address performance gaps and improve service levels.
• Identify process inefficiencies and recommend data-driven improvement strategies.

Reporting & Analysis

• Prepare and present daily, weekly, and monthly operational reports for management and clients.
• Analyze performance data to identify trends, root causes, and corrective actions.
• Ensure compliance with company policies, SOPs, and regulatory requirements.

Escalation & Issue Handling

• Manage escalations promptly and effectively while following defined escalation protocols.
• Resolve operational challenges to ensure workflow continuity and client satisfaction.

Requirements:

• Bachelor’s degree in Business Administration, Management, or a related field (preferred).
• Proven experience in a Team Leader or Supervisory role within a call center/BPO is required (Assistant Manager experience is a plus).
• Strong leadership, communication, and problem-solving skills.
• Ability to analyze data, manage teams, and perform effectively under pressure.
• Excellent client handling and stakeholder management skills.

Job Type: Full-time

Experience:

• Team lead in a Call Center/BPO: 2 years (Required)

Work Location: In person