Assistant Manager – Customer Service – BPO

• We are seeking an experienced Assistant Manager to oversee operations within our BPO team in the telecom domain.
• This role involves managing day-to-day activities in a high-performance environment focused on the US market.
• The ideal candidate will possess a deep understanding of the BPO industry and telecom services, exhibit strong leadership skills, and ensure smooth workflow and high-quality customer service.

Key Responsibilities

• Supervise and manage the BPO team for the US telecom process, ensuring adherence to quality standards, productivity goals, and client requirements.
• Oversee day-to-day operations, including handling escalations, monitoring team performance, and ensuring process compliance.
• Collaborate with the Quality Assurance and Training teams to maintain high performance and process standards.
• Implement and monitor KPIs, ensuring all team members meet or exceed benchmarks.
• Conduct regular one-on-ones, feedback sessions, and performance reviews with team members.
• Foster a positive and productive team environment, addressing challenges promptly and encouraging continuous improvement.
• Manage staffing and scheduling for US rotational shifts, ensuring adequate coverage and smooth shift transitions.
• Generate and analyze reports to provide insights on team performance, client metrics, and other critical aspects.
• Engage with clients as necessary, addressing concerns and ensuring high satisfaction 3+ years of experience in a BPO environment, with at least 1 year in a supervisory or assistant manager role.
• Familiarity with the telecom domain, ideally within a BPO or customer service context.
• Strong knowledge of US shifts and ability to manage team rotations and offs effectively.
• Excellent communication, problem-solving, and decision-making skills.
• Proficiency in using CRM and call center software.
• Strong interpersonal and team-building skills

(ref:iimjobs.com)