Assistant Manager – Contact Center

Job Description

Team Leadership and Management

• Lead, motivate, and inspire a team of 200 BPO professionals, creating a positive work environment and fostering individual growth and development.
• Establish performance expectations, provide regular feedback, conduct performance evaluations, and implement recognition and corrective measures as needed.
• Ensure effective resource planning, staffing, and allocation to meet client needs and operational demands.
• Promote a culture of continuous learning, knowledge sharing, and team collaboration.

Operational Excellence

• Develop and execute strategies, policies, and procedures to enhance operational efficiency and uphold quality standards, ensuring compliance with service level agreements (SLAs) and key performance indicators (KPIs).
• Monitor and analyze operational metrics, identify trends, and implement improvement initiatives to boost productiv...