Job
Description
As an experienced Assistant Manager - Operations in Sales & Customer Support, you will be responsible for leading and managing the Sales & Customer Support teams to drive performance, enhance customer satisfaction, and meet business objectives. **Key Responsibilities:** - Manage day-to-day operations of Sales and Customer Support teams to ensure KPIs and SLAs are met. - Develop and implement strategies to improve team productivity and performance. - Monitor and analyze key metrics (sales conversion, AHT, CSAT, retention, etc.) for continuous improvement. - Coordinate with cross-functional teams to optimize processes and enhance customer experience. **Team Leadership & Development:** - Lead, mentor, and develop a team of team leaders and agents to achieve business goals. - Conduct regular performance reviews, provide coaching, and manage escalations. - Foster a high-performance work culture with strong employee engagement. **Sales & Customer Experience Enhancement:** - Drive revenue growth through effective sales strategies and customer retention techniques. - Ensure high levels of customer satisfaction by refining service delivery and quality assurance processes. - Identify training needs and collaborate with L&D teams to enhance sales and customer handling skills. **Process Improvement & Compliance:** - Identify process gaps and implement improvements for enhanced efficiency and effectiveness. - Ensure compliance with company policies, industry regulations, and client requirements. - Proactively manage risk and resolve operational issues. **Reporting & Stakeholder Management:** - Prepare and present performance reports, forecasts, and insights to senior management. - Collaborate with clients and internal stakeholders to align operational goals with business objectives. - Work closely with Quality and Training teams to drive excellence. **Key Requirements:** - Education: Graduate/Postgraduate in Business Administration, Management, or related field. - Experience: 5-8 years in BPO operations with at least 2+ years in a leadership role managing Sales & CX support teams. **Skills & Competencies:** - Strong leadership and team management abilities. - Excellent communication and stakeholder management skills. - Expertise in sales conversion, customer retention, and support operations. - Strong analytical and problem-solving skills. - Ability to work in a fast-paced and dynamic environment. - Knowledge of CRM tools, sales strategies, and BPO industry best practices. In this role, you will have the opportunity to work in a dynamic environment with competitive salary, performance-based incentives, health insurance, career growth opportunities, and access to learning & development programs. As an experienced Assistant Manager - Operations in Sales & Customer Support, you will be responsible for leading and managing the Sales & Customer Support teams to drive performance, enhance customer satisfaction, and meet business objectives. **Key Responsibilities:** - Manage day-to-day operations of Sales and Customer Support teams to ensure KPIs and SLAs are met. - Develop and implement strategies to improve team productivity and performance. - Monitor and analyze key metrics (sales conversion, AHT, CSAT, retention, etc.) for continuous improvement. - Coordinate with cross-functional teams to optimize processes and enhance customer experience. **Team Leadership & Development:** - Lead, mentor, and develop a team of team leaders and agents to achieve business goals. - Conduct regular performance reviews, provide coaching, and manage escalations. - Foster a high-performance work culture with strong employee engagement. **Sales & Customer Experience Enhancement:** - Drive revenue growth through effective sales strategies and customer retention techniques. - Ensure high levels of customer satisfaction by refining service delivery and quality assurance processes. - Identify training needs and collaborate with L&D teams to enhance sales and customer handling skills. **Process Improvement & Compliance:** - Identify process gaps and implement improvements for enhanced efficiency and effectiveness. - Ensure compliance with company policies, industry regulations, and client requirements. - Proactively manage risk and resolve operational issues. **Reporting & Stakeholder Management:** - Prepare and present performance reports, forecasts, and insights to senior management. - Collaborate with clients and internal stakeholders to align operational goals with business objectives. - Work closely with Quality and Training teams to drive excellence. **Key Requirements:** - Education: Graduate/Postgraduate in Business Administration, Management, or related field. - Experience: 5-8 years in BPO operations with at least 2+ years in a leadership role managing Sales & CX support teams. **Skills & Competencies:** - Strong leadership and team management abilities. - Excellent communication and stakeholder management skills. - Expe
