Assistant Manager / Manager

We are seeking a dynamic and experienced Assistant Manager / Manager to oversee and manage our inbound and outbound call operations. The ideal candidate will be responsible for leading a team, ensuring high levels of customer satisfaction, and driving business conversion through effective call management strategies.

Key Responsibilities:

• Manage day-to-day operations of inbound and outbound call teams.
• Lead, mentor, and motivate the team to achieve set targets and KPIs.
• Monitor and evaluate team performance, providing regular feedback and training as needed.
• Develop and implement strategies to improve call conversion rates and overall business outcomes.
• Ensure adherence to company policies and quality standards in call handling.
• Handle escalations and resolve customer issues efficiently to maintain customer satisfaction.
• Analyze call data and generate reports for management review.
• Collaborate with cross-functional teams to enhance customer experience and business processes.
• Manage resource allocation and scheduling to optimize team productivity.
• Stay updated with industry trends and best practices to drive continuous improvement.

Required Skills & Qualifications:

• Proven experience (5-10 years) in managing inbound and outbound call operations.
• Strong team management and leadership skills.
• Demonstrated ability to drive business conversions through effective call management.
• Excellent communication and interpersonal skills.
• Ability to analyze data and generate actionable insights.
• Proficiency in CRM and call center software/tools is a plus.
• Problem-solving skills and ability to handle escalations with a calm demeanor.
• Any undergraduate or postgraduate degree is acceptable.

What We Offer:

• Competitive salary between 30,000 - 50,000 per month based on experience and skills.
• Opportunity to work in a dynamic environment with a growing company.
• Career growth and professional development opportunities.
• Supportive team culture and positive work environment.