Assistant Manager - Operations
Core
Manages and oversees a team of call center agents, measures KPIs, and assists with call handling.
Role type
Assistant Manager - Operations (Call Center)
Builds
Call center operations and agent performance
Domain
Business Process Outsourcing (BPO), Travel and Logistics
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team management, KPI measurement, Call handling, Hiring and onboarding, Performance reporting, Target setting
Preferred skills
Travel industry background, GDS system knowledge
Technologies
GDS
Responsibilities
Manage and oversee a team of call center agents, Motivate and support agents through feedback, Measure KPIs like inbound calls and abandonment, Assist with taking agents' calls, Keep track of employee attendance, Assist in hiring and onboarding new employees, Prepare monthly and annual performance reports, Create targets and goals for improvement
Seniority
Individual Contributor, Management Level
