Assistant Manager Operation - BPO

Cogenthub

5 - 10 years

5 - 7 Lacs

kolkata gurugram bengaluru

Posted:2 hours ago| Platform:

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Skills Required

bpo operations call center management bpo management call center operations sales process contact center operations sales operations customer service operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the Role

Assistant Manager Operations

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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