Assistant Manager, Operations (Call Center)

About the role

This role is responsible for developing, coordinating and managing campaign operations and the customer relationship function between the company and its clients. The manager keeps operational metrics aligned with agreed KPIs so that customers get the best possible call experience. The position suits someone with strong management skills, a clear view of the big picture and the energy to lead in a growing technology-based company.

Key responsibilities

• Communicate the company's vision, purpose and core values to front-line employees and implement and support company policies and procedures.
• Conduct operations interviews for new hires (internal and external) and coordinate with support departments for employee grooming.
• Help maintain high-quality systems within the call center and supervise the regular monitoring and evaluation of each team against quality metrics.
• Lead and direct supervisory staff, check that they address agent concerns, and handle employee concerns and conflicts, including when supervisors cannot resolve them.
• Keep a close eye on the center's KPIs and stats, highlight issues affecting performance and take action before they become critical.
• Facilitate cross-functional communication, motivate agents to meet targets and strive for continual improvement of customer service quality systems and customer relationship management.
• Liaise with all departments to understand products, procedures and processes so the team and customers can be assisted with queries.
• Ensure compliance with company policies and procedures, and complete any other tasks assigned by management.

Required profile

• Bachelor's degree in Business Administration and/or Management, or equivalent.
• 5 years of industry experience in customer service, customer relationship management or marketing, with at least 3 years as a supervisor in operations.
• Strong management, leadership, communication, teamwork, discipline, time management and analytical skills.
• Ability to work under pressure and to adapt flexibly.

Required skills

• Strong knowledge of call center operations.
• Proficiency in Microsoft Office (Excel and PowerPoint).