At Abacus, we are seeking an Assistant Manager-Operations Call Centre to support the Operations Manager in overseeing daily business activities. This is an opportunity to work in a fast-paced, dynamic call center environment, contributing to operational improvements and enhancing customer satisfaction. The role blends administrative, strategic, and leadership responsibilities to ensure efficient operations and smooth service delivery.
Key Responsibilities
As an Assistant Manager-Operations Call Centre, your key duties will include:
- Staff Supervision: Oversee team performance, provide guidance, and address operational challenges as they arise.
- Training & Development: Assist in training new hires, ensuring they are equipped with the skills and knowledge to perform effectively.
- Liaison Role: Serve as a communication bridge between team members and senior management, ensuring smooth interaction and flow of information.
- Process Improvement: Identify areas for operational improvements and implement strategies to enhance workflow and resource utilization.
- Resource Allocation: Monitor and ensure optimal allocation of human resources and material supplies, addressing shortages or issues as they arise.
- Performance Analysis: Track and analyze key performance indicators (KPIs), providing regular updates and insights to management.
- Report Preparation: Prepare reports, presentations, and updates for senior management, offering insights into team performance and operational challenges.
- Customer Support Oversight: Address escalated customer concerns, ensuring timely resolutions and satisfaction.
- Service Quality: Ensure that service quality standards are met consistently, maintaining high levels of customer satisfaction.
- Policy Adherence: Assist in ensuring that all activities comply with company policies and regulations.
- Audit Participation: Take part in periodic audits and quality checks to ensure compliance with internal standards and regulations.
Key Skills & Qualifications
We are looking for candidates with the following qualifications and skills:
- Leadership Skills: Proven ability to guide, motivate, and lead a team in a fast-paced call center environment.
- Problem-Solving Skills: Ability to address and resolve operational challenges quickly and efficiently.
- Communication Skills: Excellent verbal and written communication skills for clear and concise interaction with teams and management.
- Organizational Skills: Strong organizational skills with the ability to manage multiple priorities and tasks simultaneously.
- Analytical Thinking: Proficient in using data to make informed decisions and optimize operational processes.
- Technical Proficiency: Familiarity with tools like ERP systems, Microsoft Office Suite, or other industry-specific software.
- Experience: Previous experience in the BPO or call center industry, with at least 3-5 years of relevant work experience in an operations or managerial role.
- Education: A bachelor’s degree in Business Administration, Management, or a related field is preferred.
Benefits
- Competitive Salary: Rs 150,000 – Rs 180,000 per month, depending on experience.
- Night Shift Allowance: Compensation adjusted for night shift hours.
- Professional Growth: Opportunities to develop managerial and leadership skills in the BPO industry.
- Health & Wellness: Health benefits and medical reimbursements.
- Leave & Holidays: Annual leave, casual sick leave, and public holidays.
- Job Stability: Full-time contract with the opportunity to extend or convert into a permanent role based on performance.
How to Apply
Interested candidates should:
- Submit their CV to the email address provided in the image or apply online through the company’s website.
Ensure your CV includes:
- Relevant work experience in BPO operations or call center management.
- A summary of key skills and accomplishments.
- Educational qualifications and certifications.
Asad Hameed is an inspiring professional who advanced from salesman to Managing Director of a renowned print media company with 200 employees in just eight years. His journey reflects his ability to align personal skills and education with career goals, showcasing exceptional dedication and strategic growth. Asad’s expertise lies in helping others unlock their potential, craft impactful job applications, and achieve success. His story serves as a guide for professionals striving to excel in competitive industries.
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