Assistant Manager, Operations - PK

Overview

The person will be responsible for the development, coordination and management of campaign and effective running of customer relationship function among the client and their customers, by meeting the highest standards of performance and quality KPIs, set by the mutual agreement between the company and the client. Core duties include managing the campaign operations & processes and keeping an oversight that all operational metrics are in line with set standards to ensure the best call experience for the customers. The person should have strong management skills, proven ability to deliver customer quality service on schedule, the ability to "see the big picture", and the energy, motivation and communication skills to play a key role in a dynamic, growing technology based company.

Responsibilities

• Communicate the company’s vision, purpose, core values to the front line employees
• Implement and support company policies and procedures
• Improve teamwork and facilitate communication among the team members
• Create a sense of ownership among the employees
• Conducting Operations’ interviews for new hires (internally and externally)
• Coordinate with relevant support departments for employee grooming
• Assist in implementation and maintenance of highest level of quality systems within the call center
• Lead and direct supervisory level staff to achieve set goals and objectives
• Maintain checks to ensure all supervisory staff are addressing agent concerns and issues

• Handle employee concerns and provide conflict resolution, in event of supervisors being unable to resolve. Address all employees’ operational concerns
• Supervise the regular monitoring and evaluation of the performance of each team with respect to the quality metrics
• Strive for continual improvement of the customer service quality systems and the processes by which they are developed
• Provide the leadership required for the successful completion of projects assigned to the Customer services (call center) team, striving for continual improvement of the Customer relationship management
• Liaise with all departments to have a good understanding of products, procedure and processes in order to assist team and the customers with queries
• Keep a close eye on center’s KPIs/stats and highlight any issue and concern impacting center performance and take necessary measure before it become a red flag
• Facilitate the cross-functional communication among employees for better working condition
• Motivate the agents to meet given targets and ensure continuous improvement
• Ensure compliance with all company policies, procedures and practices
• Any other task assigned by the management from time to time
• All assigned reports

Qualifications

• Bachelors in Business Administration  and/or Management equivalent
• 5 years industry experience (customer services / customer relationship management or marketing field involving customer services), at least 3 years as supervisor operations
• Excellent management and leadership skills.
• Good communication and interpersonal skills
• Teamwork, discipline, and time management.
• Strong analytical ability to examine problems effectively and evaluate alternate solutions.
• Strong knowledge of call center operations
• Ability to work under pressure
• Proficient in Microsoft Office (Excel & Power Point)
• Flexible and adaptable