Assistant Manager - Operations

Role & responsibilities :

• Total Experience of more than 5 years
• Should have experience into Voice Process (Mandatory)
• Handled a team of 15 to 20 members (Direct Reportee's)
• Should have experience managing Contact Center Operations
• Ensure the department resource is used appropriately to manage daily workloads and hit service targets, supporting your Manager with recruitment and the daily running of the department
• Provide guidance and support to your team through continued performance feedback to ensure they display a high level of functional and technical expertise when handling all front line and back office tasks
• Monitor, drive and record the performance results, displaying a proactive approach to coaching
• Support across your own team and other departments by sharing information and expertise where required
• Identify training needs amongst your team and providing necessary feedback for those training needs to be addressed appropriately
• Maintain an appropriate level of knowledge regarding our products, procedures, service, system and frameworks
• Support and embrace change/continuous improvements across the department
• Any other tasks deemed appropriate by the Line Manager

Preferred candidate profile

Perks and benefits