Assistant Manager - Call Center Operations
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Key skills for this role
About the Role
Oversee call center operations, ensure service level agreements, manage performance metrics, and develop team leaders while optimizing multi-channel support.
Key Skills for This Role
Responsibilities
- Oversee daily call center operations across all channels (inbound, outbound, digital)
- Ensure SLAs are consistently achieved (response time, quality, resolution)
- Monitor real time performance and take corrective actions proactively
- Lead, coach, and develop Team Leaders to drive performance and accountability
- Track and analyse KPIs (SLA, quality, productivity, guest feedback)
- Handle complex escalations with ownership and resolution focus
- Support workforce planning, scheduling, and coverage optimization
Requirements
- Experience in managing call center operations across inbound, outbound, and digital channels
- Proven ability to achieve SLAs for response time, quality, and resolution
- Experience leading and coaching Team Leaders
- Strong analytical skills for tracking KPIs and identifying trends
- Ability to handle complex escalations with ownership
Full Job Posting
Responsibilities
- Oversee daily call center operations across all channels (inbound, outbound, digital).
- Ensure SLAs are consistently achieved (response time, quality, resolution).
- Monitor real time performance and take corrective actions proactively.
- Maintain strong control over queue management and service levels.
- Ensure full operational coverage by optimizing multi tasking deployment.
- Provide operational support by stepping in to handle calls when required.
- Lead, coach, and develop Team Leaders to drive performance and accountability.
- Ensure consistent coaching culture aligned to service quality expectations.
- Support recruitment, onboarding, and capability development.
- Address performance gaps with structured action plans.
- Track and analyse KPIs (SLA, quality, productivity, guest feedback).
- Identify trends, risks, and improvement opportunities.
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