Assistant Manager Operations

6 days ago

Lahore, Punjab, Pakistan Systems Limited Full time
Assistant Manager Operations (Call Center/BPO)

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  1. Lead, motivate, and inspire a team of BPO professionals, fostering a positive work environment and encouraging individual growth and development.
  2. Set performance expectations, provide regular feedback, conduct performance evaluations, and implement recognition and corrective actions.
  3. Ensure effective resource planning, staffing, and allocation to meet client needs and operational requirements.
  4. Promote a culture of continuous learning, knowledge sharing, and collaboration within the team.
  5. Develop and implement strategies, policies, and procedures to optimize operational efficiency and quality standards, ensuring adherence to SLAs and KPIs.
  6. Monitor and analyze operational metrics, identify trends, and implement initiatives to improve productivity and customer satisfaction.
  7. Conduct regular performance reviews, identify areas for improvement, and implement action plans.
  8. Address operational challenges proactively, resolve customer escalations, and ensure timely issue resolution.
  9. Collaborate with clients to understand their requirements, objectives, and expectations, ensuring alignment with service delivery.
  10. Maintain communication with clients to provide updates, address concerns, and build long-term relationships.
  11. Conduct client meetings, prepare performance reports, and present insights to drive improvements and exceed expectations.
Requirements:
  1. Minimum 3+ years of experience in the BPO industry.
  2. Excellent leadership and people management skills.
  3. Strong analytical and problem-solving abilities.
  4. Data-driven mindset with the ability to gather and analyze insights.
  5. Focus, confidence, and ability to lead the team.
  6. Outstanding verbal and written communication skills.
  7. Bachelor's degree in business, communications, or a related field.
Other Requirements:
  1. Willing to work night shifts.
  2. Flexible to work extended hours and weekends when required.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Management
  • Manufacturing
Industries
  • IT Services and IT Consulting
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