Assistant Manager – Operations

Job Role: Responsible for managing a team of customer service representatives, developing objectives for day-to-day activities, monitoring team performance, providing feedback, and handling customer complaints. Job Description: A managed large team within the call center environment, including directly reporting to Team Leaders. Develop objectives for the call center’s day-to-day activities. Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.). Collect and analyze call-center statistics (sales rates, costs, customer service metrics, etc.). Assume responsibility for budgeting and tracking expenses. Hire, coach, and provide training to personnel to maintain high customer service standards. Monitor and improve efficiencies, telephone handling, and other procedures. Evaluate performance with key metrics. Prepare reports for different departments or upper management. Prepare and be part of monthly and quarterly business reviews.