Assistant Manager, Operations - PK

The role involves overseeing the development, coordination, and management of customer relationship campaigns to ensure seamless interaction between the client and their customers. The individual will be responsible for maintaining high performance and quality standards as agreed upon by the company and client. This includes managing campaign operations and processes while ensuring all operational metrics align with established benchmarks to deliver an exceptional customer call experience. The ideal candidate will possess strong management skills, a proven track record in delivering quality customer service on schedule, the ability to understand the broader business context, and the motivation and communication skills necessary to thrive in a dynamic, technology-driven environment.

Key Responsibilities

- Communicate the company’s vision, purpose, and core values to frontline employees to foster alignment and engagement.
- Implement and uphold company policies and procedures consistently across the team.
- Enhance teamwork and facilitate effective communication among team members to improve collaboration.
- Cultivate a sense of ownership and accountability among employees.
- Conduct operational interviews for new hires, both internal and external candidates.
- Coordinate with relevant support departments to ensure employee grooming and development.
- Assist in implementing and maintaining the highest quality standards within the call center.
- Lead and guide supervisory staff to achieve organizational goals and objectives.
- Monitor supervisors to ensure they address agent concerns and operational issues promptly.
- Manage employee concerns and provide conflict resolution when supervisors are unable to resolve issues.
- Oversee regular monitoring and evaluation of team performance against quality metrics.
- Drive continuous improvement in customer service quality systems and related processes.
- Provide leadership to successfully complete projects assigned to the customer service team, focusing on enhancing customer relationship management.
- Liaise with various departments to gain a comprehensive understanding of products, procedures, and processes to support the team and customers effectively.
- Monitor key performance indicators (KPIs) closely, identify potential issues impacting center performance, and take proactive measures to prevent escalation.
- Facilitate cross-functional communication to foster a positive working environment.
- Motivate agents to meet targets and encourage ongoing performance improvement.
- Ensure strict compliance with all company policies, procedures, and practices.
- Perform any additional tasks assigned by management as needed.
- Prepare and submit all required reports accurately and on time.

Required Qualifications

- Bachelor’s degree in Business Administration, Management, or an equivalent field.
- Minimum of 5 years of industry experience in customer service, customer relationship management, or marketing involving customer service, with at least 3 years in a supervisory operations role.
- Strong management and leadership capabilities.
- Excellent communication and interpersonal skills.
- Demonstrated teamwork, discipline, and effective time management.
- Strong analytical skills to assess problems and evaluate alternative solutions effectively.
- In-depth knowledge of call center operations.
- Ability to perform well under pressure.
- Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
- Flexibility and adaptability to changing work environments.

No specific preferred qualifications or benefits were mentioned for this position.