Assistant Manager, Operations - PK

The role involves overseeing the development, coordination, and management of campaigns while ensuring the effective operation of the customer relationship function between the client and their customers. The individual will be responsible for meeting high performance and quality standards as agreed upon by the company and client. Key tasks include managing campaign operations and processes, monitoring operational metrics to maintain service quality, and ensuring an excellent customer call experience. The ideal candidate will possess strong management skills, a proven track record of delivering quality customer service on schedule, strategic vision, and the motivation and communication abilities 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 teams.
- Enhance teamwork and facilitate effective communication among team members.
- Cultivate a sense of ownership and accountability among employees.
- Conduct operations interviews for new hires, both internal and external candidates.
- Coordinate with relevant departments to support employee development and grooming.
- Assist in implementing and maintaining high-quality systems within the call center environment.
- Lead and guide supervisory staff to achieve established goals and objectives.
- Ensure supervisory staff effectively address agent concerns and operational issues.
- 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 for successful project completion within the customer service (call center) team.
- Liaise with various departments to maintain a thorough understanding of products, procedures, and processes to support team and customer inquiries.
- Monitor key performance indicators (KPIs) closely, identify potential issues early, and take proactive measures to prevent performance decline.
- Facilitate cross-functional communication to improve working conditions and collaboration.
- Motivate agents to meet targets and encourage ongoing performance improvement.
- Ensure compliance with all company policies, procedures, and practices.
- Complete any additional tasks assigned by management as required.
- Prepare and submit all assigned 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 services, with at least 3 years in a supervisory operations role.
- Excellent management and leadership capabilities.
- Strong communication and interpersonal skills.
- Demonstrated teamwork, discipline, and effective time management.
- Strong analytical skills with the ability to assess problems and evaluate alternative solutions.
- 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 in a fast-paced environment.

No preferred qualifications or benefits were specified for this role.