Assistant Manager - Operations (Contact Centre)

Key Responsibilities: Supervise and coordinate the daily activities of the BPO team. Monitor team performance, set goals, and ensure KPIs/SLAs are met. Conduct regular team meetings, coaching, and feedback sessions. Identify process improvement opportunities to enhance efficiency and customer satisfaction. Handle escalations and resolve customer issues promptly. Collaborate with internal departments and external clients for smooth process flow. Ensure compliance with company policies, data protection, and quality standards. Assist in workforce planning, shift management, and resource allocation. Prepare daily/weekly/monthly reports for higher management. Train new hires and support onboarding processes. Requirements: Bachelors degree in Business Administration, Management, or related field. 3+ years of experience in a BPO environment with at least 2 years in a supervisory/lead role. Strong leadership and people management skills. Excellent communication (verbal and written) and interpersonal skills. Ability to work under pressure and meet tight deadlines. Familiarity with CRM systems, MS Office, and BPO tools. Flexible to work in shifts, including nights and weekends if required.