AM - Contact Centre Operations - Bangalore & Hyderabad

Location: Bangalore, Hyderabad • Experience: Mid Level • Openings: 5

Job description

Assistant Manager - Contact Centre Operations

We are seeking an experienced Assistant Manager to lead our Contact Centre Operations team in Bangalore & Hyderabad. The ideal candidate will have a strong background in managing SLAs, KPIs, and metrics, as well as team management and development.

Location

Bangalore & Hyderabad

Responsibilities

Manage and deliver SLAs, KPIs, and metrics to ensure high-quality service delivery
Develop and implement escalation protocols to resolve customer issues efficiently
Lead and manage a team of contact centre agents, focusing on their development and growth
Implement effective people management strategies to minimize shrinkage and attrition
Monitor and analyze AHT, CSAT, and other performance metrics to optimize service delivery
Ensure compliance with all relevant regulations and standards
Build and maintain strong relationships with stakeholders and clients
Develop and implement performance management strategies to drive team performance
Track and report performance metrics to senior management

Requirements

6-12 years of experience in contact centre operations or a related field
Strong background in SLA/KPI/metrics management
Proven experience in team management and development
Excellent people management and leadership skills
Ability to analyze and interpret performance metrics
Strong communication and stakeholder management skills
Knowledge of compliance regulations and standards
Ability to develop and implement performance management strategies

Benefits

Opportunity to work with a leading organization in the industry
Chance to develop and grow your career in contact centre operations
Collaborative and dynamic work environment
Competitive salary and bonus structure
Comprehensive health insurance and retirement benefits
Paid time off and holidays
Opportunities for professional development and training