Assistant Manager - Operations
Core
Guide a contact center team to achieve objectives, drive sales performance, and deliver a second-to-none customer experience while ensuring compliance and quality assurance.
Role type
Assistant Manager - Operations (Contact Center)
Builds
Customer service operations and sales performance for clients in Banking, Healthcare, Insurance, Shipping, and Travel.
Domain
Intelligent Operations / Contact Center Services
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
People management, contact center operations, gap analysis, training delivery, performance management, risk resolution, data protection compliance, stakeholder communication.
Preferred skills
Utilities industry knowledge, complaint handling expertise.
Technologies
AI-powered platforms, analytics tools, call listening systems.
Responsibilities
Guide the team to achieve objectives and support product growth; Complete Quality Assurance identifying gaps and implementing coaching; Facilitate training briefs to ensure product understanding; Monitor and drive team performance to exceed goals; Resolve complex or escalated customer queries and complaints; Implement housekeeping procedures for secure customer records and data protection compliance.
Seniority
Mid-level Manager, hands-on IC
