Position: Asst. Operations Manager (Hot Job)

Job Description

• Manage the contact center operations for better productivity and production.
• Ensure hiring of right contact center agents and manage their continuous improvement.
•  Ensure that management of agents are in place for smooth operation of the contact center to manage the call flow at various time and shifts.
• Manage and improve the productivity of agent performance and act based on it.
• Manage weekly scheduling is in place based on call volume forecast.
• Meet various targets for Agent login, call per agent, Abandon rate and various KPIs.
• Be able to train, counsel, motivate agents and shift supervisors on production, productivity, discipline and attitude related issues.
• Conduct various activities to engage employees to make better working environment.
•  Forecast Employee requirements and work with recruitment team to achieve PRF targets.
•  Keep close eye on absenteeism, tardiness and attrition and be able to manage and control.
•  Conduct or assist in conducting various training program and orientations.
•  Lead and manage various HR policies and processes and be part of the same.
• Listen to various calls and conversations and provide feedback or conduct hearings and actions. 
• Provide regular reporting on various Operational and HR related work progress.
• Be part of various business development activities and marketing for the company and its services.
• Manage Operations and HR departments in leading role.

Job Specification

• Excellent leadership and interpersonal skills;
• Should be flexible with working hours and days as per work requirement;
• Ability to manage and motivate staffs within a team environment;
• Proficiency with office packages specially Excel ;
• Ability to prioritize work and workloads across the team;
• Customer service experience in a call center setting is preferred

Apply Instruction

Interested candidates are requested to send their updated CV to [email protected]