BPO Assistant Manager

The BPO Assistant Manager will oversee the operations of the business process outsourcing team, ensuring that the team meets performance targets and maintains high-quality service standards.

Responsibilities

• Assist in managing day-to-day operations of the BPO team
• Ensure that service level agreements (SLAs) are met
• Monitor and evaluate team performance and provide coaching
• Implement process improvements to enhance efficiency
• Collaborate with other departments to resolve issues and optimize workflows
• Prepare and present performance reports to upper management
• Conduct training sessions for new hires and ongoing training for existing staff
• Handle escalated customer queries and complaints effectively

Skills and Qualifications

Skills Required

Process Improvement, Team Leadership, Customer Service, Quality Assurance, performance metrics, Training Development