Assistant Manager Operations
India · Mohali
Category Operations
  • Ensure internal methodology is followed to manage and run efficient operations.
  • Manage day to day center operations in the absence of the Call Center Manager.
  • Meet Service Level Metrics
  • Work with support departments to ensure staffing strategies are effectively executed
  • Document and communicate system and business process gaps
  • Be directly responsible towards fostering the development of your team by motivating them and ensuring career advancement and a long-lasting and fruitful relationship of the team with the Company through timely & constructive feedback and counseling
  • Meet or exceed revenue goal.
  • Meet or exceed all performance goals.
  • Meet or exceed all production goals
  • Manage assigned shifts throughout the week (proper escalation, list management, strategic seating, etc.).
  • Conduct cross-trains and up-train at the request of the Call Center Manager.
  • Thoroughly and accurately re-cap the shift through a detailed End of Shift Report.