Assistant Manager

About the RoleWe are looking for a proactive and experienced Assistant Manager to join our International BPO team. The ideal candidate will possess excellent computer skills, strong leadership capabilities, and a proven ability to manage end-to-end operations of a fast-paced BPO environment. Key Responsibilities:Oversee day-to-day operations of the BPO process. Monitor performance metrics (KPIs, SLAs, quality). Manage a team of agents and team leads across multiple shifts. Handle client communications, reporting, and escalations. Work closely with HR and recruitment for team building and manpower planning. Provide training and ensure adherence to process standards. Manage tools, CRM systems, and ensure data integrity. Lead process improvement initiatives and operational efficiency. Coordinate with IT and Admin to ensure uninterrupted operations. Key Skills Required:Strong computer proficiency (MS Office, Google Workspace, CRM tools, dialer systems). Excellent communication and interpersonal skills. Leadership and team management. Decision-making, problem-solving, and conflict resolution skills. Ability to manage pressure and deadlines. Knowledge of international client handling and quality standards. Preferred Qualifications:Bachelor’s degree in Business Administration, IT, or related field. Prior experience in an international voice or non-voice BPO. Knowledge of process automation or digital tools is a plus.