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BPO Assistant Manager

ConfidentialKolkata

9 days ago

Job description

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

6-10 years of experience in BPO operations management

Strong understanding of contact center metrics and KPIs

Proficiency in data analysis and reporting tools

Excellent communication and interpersonal skills

Ability to lead and motivate a team

Problem-solving skills and attention to detail

Familiarity with CRM software and call center technologies

Strong organizational and time management skills

Skills Required

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

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Assistant Manager • Kolkata