Assistant Operations Manager

Urgent Hiring | Assistant Manager – Operations (International Voice Contact Center) | Bangalore & Hyderabad

A leading organization is hiring Assistant Manager – Operations for its International Voice Contact Center.

📍 Locations: Bangalore & Hyderabad

Key Responsibilities:

• Lead and manage a team of Customer Service Representatives to achieve operational and quality targets.
• Conduct regular team huddles, performance reviews, coaching, and feedback sessions.
• Foster a positive, high-performance work environment focused on employee engagement and development.
• Monitor daily contact center operations, ensuring adherence to SLAs, KPIs, schedules, and productivity targets.
• Manage call volumes, response times, and customer satisfaction metrics.
• Conduct quality audits and ensure consistent service delivery.
• Handle customer escalations and implement corrective actions to improve service quality.
• Analyze operational reports and performance metrics to identify improvement opportunities.
• Drive process improvements and operational excellence initiatives.
• Develop and deliver training programs for new hires and existing team members.
• Prepare and present performance reports to senior management.
• Collaborate with cross-functional teams, including IT, HR, and Sales, to ensure smooth business operations.

Required Skills:

• Experience in managing International Voice Contact Center Operations.
• Strong people management, coaching, and stakeholder management skills.
• Good understanding of SLAs, KPIs, Quality, Productivity, AHT, CSAT, and Operational Metrics.
• Strong analytical, problem-solving, and reporting skills.
• Excellent communication and leadership abilities.
• Experience in process improvement and operational excellence.

Preferred:

• Experience in the US Healthcare domain will be an added advantage.

📩 Interested candidates can share their updated CV at the earliest - [email protected]