The BPO Assistant Manager will oversee the operations of the business process outsourcing team, ensuring that the team meets performance targets and maintains high-quality service standards.
Responsibilities
- Assist in managing day-to-day operations of the BPO team
- Ensure that service level agreements (SLAs) are met
- Monitor and evaluate team performance and provide coaching
- Implement process improvements to enhance efficiency
- Collaborate with other departments to resolve issues and optimize workflows
- Prepare and present performance reports to upper management
- Conduct training sessions for new hires and ongoing training for existing staff
- Handle escalated customer queries and complaints effectively
Skills and Qualifications
- 6-10 years of experience in BPO operations management
- Strong understanding of contact center metrics and KPIs
- Proficiency in data analysis and reporting tools
- Excellent communication and interpersonal skills
- Ability to lead and motivate a team
- Problem-solving skills and attention to detail
- Familiarity with CRM software and call center technologies
- Strong organizational and time management skills
