Deputy Call Manager

1. Position Overview

Thientu BPO & HR is a leading outsourcing company providing high-quality business solutions to international clients across multiple industries. We are currently seeking a committed and detail-oriented QA Lead to join our expanding team.

The Deputy Call Center Manager supports the Call Center Manager in overseeing daily operations and ensuring the delivery of high-quality customer service. This role requires strong leadership capabilities, operational awareness, and the ability to drive improvements across teams and processes.

2. Job Responsibilities

Team Leadership and Management (30%)

Support the recruitment, training, and supervision of call center agents and team leaders.

Assist in setting clear objectives and KPIs for individuals and teams; track and monitor progress.

Contribute to employee engagement initiatives to enhance retention and reduce turnover.<...