Assistant Manager, Operations - PK

The ideal candidate will be responsible for overseeing the development, coordination, and management of customer relationship campaigns, ensuring smooth operations and adherence to quality KPIs agreed upon by the company and its clients. This role requires strong leadership to manage campaign processes, maintain operational standards, and deliver an exceptional customer call experience. The candidate must demonstrate excellent management skills, a strategic outlook, and the motivation to contribute effectively within a fast-paced, 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 clear communication among team members to improve collaboration.
- Cultivate a sense of ownership and accountability among employees.
- Conduct interviews for new operations hires, both internal and external candidates.
- Coordinate with support departments to ensure employee grooming and development.
- Assist in implementing and maintaining high-quality systems within the call center environment.
- Lead and guide supervisory staff to meet established goals and objectives effectively.
- Monitor supervisory staff to ensure agent concerns and issues are addressed promptly.
- Manage employee concerns and provide conflict resolution when supervisors are unable to resolve issues.
- Oversee regular performance monitoring and evaluation of teams against quality metrics.
- Drive continuous improvement initiatives for customer service quality systems and related processes.
- Provide leadership for successful completion of customer service projects, focusing on enhancing customer relationship management.
- Liaise with various departments to gain comprehensive knowledge of products, procedures, and processes to support team and customer inquiries.
- Monitor key performance indicators (KPIs) closely, identify potential issues early, and take corrective actions to prevent escalation.
- Facilitate cross-functional communication to promote a positive working environment.
- Motivate agents to achieve targets and encourage ongoing performance improvement.
- Ensure full compliance with all company policies, procedures, and practices.
- Complete any additional tasks or reports as assigned by management.

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 with a customer service focus, including at least 3 years in a supervisory operations role.
- Strong management and leadership capabilities with a proven track record.
- Excellent communication and interpersonal skills to effectively engage with teams and stakeholders.
- Demonstrated teamwork, discipline, and time management skills.
- Strong analytical skills to identify problems and evaluate alternative solutions effectively.
- In-depth knowledge of call center operations and best practices.
- Ability to perform well under pressure in a dynamic work environment.
- Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
- Flexibility and adaptability to changing business needs.

No preferred qualifications or benefits were specified for this role.