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Assistant Manager

3 months ago

Bengaluru, India Mashreq Full time

Job Purpose:

The Contact Center Assistant Manager is responsible for overseeing the daily operations of the contact centre. This role involves managing team leaders and their respective teams, ensuring operational efficiency, maintaining high levels of customer satisfaction, and achieving performance metrics. The Assistant Manager plays a key role in executing strategic initiatives and driving continuous improvement.


Key Result Areas

Oversee the daily operations of the contact centre site, ensuring adherence to company policies and procedures.

Ensure the site meets or exceeds performance metrics, including service level agreements (SLAs), customer satisfaction scores, and other KPIs.

Manage site-specific projects and initiatives to improve operational efficiency and service quality.

Manage and support team leaders, providing guidance and direction.

Conduct regular performance evaluations for team leaders and their teams.

Implement training and development programs to enhance staff skills and performance.

Foster a positive and collaborative work environment.

Ensure high levels of customer satisfaction by maintaining quality standards and promptly resolving issues.

Implement initiatives to enhance the customer journey and overall service delivery.

Gather and analyze customer feedback to inform continuous improvement efforts.

Develop and implement strategies to improve operational efficiency and service quality.

Ensure effective use of contact centre technologies and tools.

Analyze contact centre data and trends to identify areas for improvement.

Assist in workforce planning and scheduling to ensure adequate staffing levels.


Operating Environment, Framework and Boundaries, Working Relationships

Operating Environment:

The contact centre operates within a dynamic environment, handling customer interactions across various channels (phone, chat, email, and social media).

The manager must adapt to changing customer needs, technological advancements, and organizational goals.

Framework and Boundaries:

Define clear processes, guidelines, and policies for TLs and agents.

Set boundaries for acceptable behavior, escalation procedures, and adherence to schedules.

Balance flexibility with consistency to maintain operational efficiency.


Working Relationships:

With TLs:

Collaborate closely with TLs to ensure effective team management.

Provide guidance, coaching, and support.

Regularly review performance metrics and address any challenges.

With Agents:

Foster a positive work environment.

Conduct regular team meetings to discuss goals, challenges, and performance.

Encourage professional growth and development.

With Other Departments:

Coordinate with IT, HR, and other relevant teams.

Align contact Centre operations with overall organizational objective


Problem-Solving

Identify the underlying cause of issues by encouraging TLs to analyze trends and patterns.

Build a Collaborative Approach by Involving TLs and agents in problem-solving discussions.

Coaching on effective problem-solving techniques by equipping staff with tools to handle challenges

Build a positive work culture by effectively resolving conflicts.

Foster a culture of teamwork and shared responsibility.


Decision Making Authority & Responsibility

Ensure the site meets or exceeds performance metrics, including service level agreements (SLAs), customer satisfaction scores, and other KPIs.

Develop and implement strategies to improve operational efficiency and service quality.

Ensure effective use of contact centre technologies and tools.

Analyze contact centre data and trends to identify areas for improvement.

Gather and analyze customer feedback to inform continuous improvement efforts.

Prepare and present regular reports on team performance and initiatives to the Site Manager.

Communicate effectively with team leaders, staff, senior management, and other stakeholders.

Help manage budgets and control operational costs.



Knowledge, Skills and Experience

Bachelor’s degree in business administration, Management, or a related field.

Proven experience in contact centre management or a supervisory role.

Strong leadership and people management skills.

Excellent communication and interpersonal skills.

Proficiency in contact centre software and technology.

Ability to analyze data and metrics to drive decision-making.

Strong problem-solving and organizational skills.

Ability to work in a fast-paced and dynamic environment.