Assistant Manager - Operations (Tech Industry)

Key Responsibilities:1. Operational Management

• Oversee daily call centre operations (inbound customer service, outbound sales, collections, or campaigns).
• Ensure adherence to service level agreements (SLAs), KPIs, and productivity targets.
• Plan and manage staffing levels, scheduling, and workforce planning to ensure adequate coverage.
• Monitor call centre systems, performance dashboards, and reports for operational efficiency.

2. Team Leadership & Performance Management

• Lead, coach, and develop Team Leaders and their respective agents.
• Conduct regular performance reviews, feedback sessions, and training needs assessments.
• Implement incentive and recognition programs to improve morale and reduce attrition.

3. Quality Assurance & Customer Experience

• Ensure consistent delivery of high-quality customer interactions.
• Collaborate with Quality Assurance (QA) and Training teams to identify gaps and implement corrective actions.
• Handle escalations and resolve critical customer issues efficiently.

4. Process Improvement

• Analyze operational data to identify trends, issues, and opportunities for improvement.
• Develop and implement process enhancements, automation, and best practices to improve performance.
• Support digital transformation initiatives and new technology deployments.

5. Reporting & Analytics

• Generate and analyze daily, weekly, and monthly performance reports.
• Track key metrics such as AHT, CSAT, FCR, conversion rate, and agent productivity.
• Present insights and recommendations to senior management.

6. Compliance & Governance

• Ensure compliance with company policies, data protection regulations, and industry standards.
• Maintain updated SOPs, policies, and call scripts.
• Manage audits and implement corrective actions when required.

Key Performance Indicators (KPIs):

• Service Level (SL%)
• Average Handling Time (AHT)
• First Call Resolution (FCR)
• Customer Satisfaction (CSAT/NPS)
• Agent Utilization and Occupancy
• Attrition Rate
• Sales Conversion (for outbound)

Qualifications & Experience:

• Bachelor’s degree in Business Administration, Management, or related field.
• 5–8 years of experience in a call centre environment, with at least 3 years in a managerial/operations leadership role.
• Proven experience managing both inbound and outbound operations.
• Strong analytical, leadership, and communication skills.
• Proficiency with CRM tools, dialer systems, and reporting platforms (e.g., Avaya, Genesys, Five9, Salesforce, etc.).

Core Competencies:

• Strategic Planning and Execution
• Team Leadership and Motivation
• Decision Making and Problem Solving
• Data Analysis and Performance Management
• Customer-Centric Mindset
• Adaptability and Change Management

Job Type: Full-time

Pay: Rs50,000.00 - Rs80,000.00 per month

Work Location: In person