Assistant Manager

*Assistant Manager Call Centre Operations*

Department: CSD Customer Support Department

Reporting To: Senior Manager

Experience: 5-9 Years

Qualification: Bachelors Degree Mandatory

*Job Purpose*

The Assistant Manager Call Centre Operations will be responsible for managing overall call centre operations, driving sales and revenue targets, improving team productivity, ensuring service quality, and delivering a strong customer experience across inbound, outbound and chat operations.

*Key Responsibilities*

*1. Sales & Revenue Management*

Drive daily, weekly and monthly sales and revenue targets.

Monitor conversion, booking rate, lead utilization and revenue per agent.

Analyse performance trends and implement corrective actions.

Ensure effective lead management and minimize lead leakage.

*2. Team Management*

Lead and manage Team Leaders, Quality Analysts, Trainers and Customer Care Executives.

Conduct regular performance reviews, coaching and feedback sessions.

Manage attendance, rosters, shrinkage, productivity and attrition.

Identify training requirements and support performance improvement/PIPs.

*3. Call Centre Operations*

Manage inbound, outbound and chat operations.

Ensure achievement of service levels, productivity and operational targets.

Ensure adherence to SOPs, quality standards and compliance requirements.

Drive process improvement and operational efficiency.

*4. CRM & Dialer Management*

Manage CRM and dialer operations, including campaign setup and optimization.

Monitor contact rate, connectivity, abandonment and dialer productivity.

Ensure accurate lead allocation, disposition and CRM data.

Coordinate with IT/technology teams for system issues and enhancements.

*5. MIS & Analytics*

Review and analyse daily, weekly and monthly MIS reports.

Prepare dashboards and management reports using advanced Excel.

Track trends, forecasts, variances and team performance.

Present actionable insights during management reviews.

*6. Customer Experience*

Drive customer satisfaction and service quality.

Monitor customer complaints and escalations.

Improve FCR and reduce customer complaints through corrective actions.

Ensure quality customer interactions and process adherence.

*7. Cross-Functional Coordination*

Coordinate with HR, IT, MIS, QA, Marketing, CRM and Vendor Management teams.

Support UAT, automation and process improvement initiatives.

Work with external vendors/partners to ensure smooth operations.

*Key KPIs*

Sales & Revenue: Revenue Achievement, Sales Target, Conversion Rate, Lead-to-Sale Ratio, Booking Rate, Revenue/Agent, AOV.

Productivity: Calls Handled, Calls/Agent, Login Hours, Occupancy, Utilization, Adherence, Shrinkage and Attrition.

Quality & Customer: Quality Score, Compliance Score, CSAT, NPS, FCR, Complaint Ratio and Escalation %.

Telephony: Service Level, ASA, AHT, Talk Time, Hold Time, ACW, Abandonment Rate, Contact Rate and RPC.

Outbound: Connect Rate, Lead Utilization, Follow-up Compliance, Callback Achievement, Campaign Effectiveness and TAT.

*Technical Skills*

Strong knowledge of Call Centre/Contact Centre Operations.

Hands-on experience with CRM and Dialer platforms.

Advanced MS Excel – Pivot Tables, XLOOKUP, Power Query, Dashboards; VBA/Macros preferred.

Strong MIS, data analysis and reporting skills.

Good knowledge of Workforce Management.

Experience in process automation and continuous improvement.

*Preferred Industry Experience*

Healthcare, Diagnostics, BPO, BFSI, E-commerce or Insurance Call Centre experience will be preferred.