Assistant Manager

Job Description

Responsibilities: Team Leadership and Development: - Supervise, mentor, and motivate a team of contact center agents & Team Leaders to achieve performance targets and deliver exceptional service. - Ensure coaching and training to enhance agents' & Team Leaders' skills and promote professional growth. - Foster a positive and collaborative work environment that encourages teamwork and employee engagement. Operational Management: - Oversee day-to-day operations of the contact center, including call volume management, staffing levels, and adherence to service level agreements (SLAs). - Monitor key performance indicators (KPIs) and metrics to identify trends, address issues, and drive performance improvements. - Implement strategies to optimize workforce management, scheduling, and resource allocation to meet service goals efficiently. Quality Assurance and Performance Management: - Develop and implement quality assurance programs to ensure consistent service delivery and adherence to company standards. - Conduct regular performance evaluations and provide feedback to agents & Team Leaders to support their professional development and improve performance. - Analyze customer feedback, agent interactions & Team Leaders' performance to identify areas for improvement and implement targeted training and process enhancements. Technology and Process Optimization: - Collaborate with IT and other stakeholders to identify opportunities for automation, process improvements, and technology enhancements. - Implement and leverage contact center technology solutions effectively to improve efficiency, enhance customer experiences, and streamline operations. - Ensure compliance with regulatory requirements and industry best practices related to contact center operations and data security. Customer Experience Enhancement: - Champion a customer-centric approach to service delivery and continuously seek ways to enhance the customer experience & Sales Delivery. - Identify and address customer pain points, escalations, and service issues in a timely and effective manner. - Collaborate with cross-functional teams to implement customer-focused initiatives and drive customer loyalty and satisfaction.