Assistant Manager Operation

4 days ago

Bengaluru Gurugram Kolkata, India Cogenthub Full time ₹ 1,04,000 - ₹ 1,30,878 per year

About the Role

We are seeking an experienced and results-driven Assistant Manager Operations to lead and optimize a high-performing BPO call centre team handling sales and customer service processes. The ideal candidate will have strong leadership skills, a proven track record in achieving KPIs, and the ability to drive performance excellence in a fast-paced environment.

Key Responsibilities

  • Team Leadership: Manage, coach, and motivate a team of agents to achieve sales targets, customer satisfaction scores, and operational KPIs.
  • Process Management: Oversee inbound and outbound operations for both sales campaigns and customer support functions.
  • Performance Monitoring: Track daily/weekly/monthly metrics such as revenue, conversion rates, CSAT, AHT, SLA, and quality scores.
  • Training & Development: Identify skill gaps and collaborate with the training team to upskill agents for better sales pitches and customer handling.
  • Quality Assurance: Ensure compliance with company policies, call scripts, and customer service standards.
  • Reporting & Analysis: Prepare performance reports, analyze trends, and provide data-driven recommendations to improve efficiency.
  • Stakeholder Collaboration: Coordinate with clients, senior management, and cross-functional teams to implement business strategies.
  • Escalation Handling: Resolve complex customer or sales-related escalations promptly.

Required Skills & Qualifications

  • Graduate in any discipline (MBA/PGDM preferred).
  • 47 years of BPO experience, with at least 2 years in a supervisory or Assistant Manager role.
  • Proven expertise in international/domestic sales and customer service processes.
  • Strong knowledge of call centre metrics: AHT, FCR, CSAT, NPS, SLA, conversion rates.
  • Excellent people management, communication, and analytical skills.
  • Proficiency with CRM tools, MS Excel, and reporting dashboards.
  • Ability to work in a fast-paced, target-driven environment.
  • Flexible with rotational shifts and weekend availability.

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