Assistant Manager - BPO

Writer Corporation; Navi Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Writer Corporation in Navi Mumbai is seeking an experienced Operations Manager to lead the daily functioning of the contact center and ensure smooth handling of customer queries. You will guide a team of agents, drive process improvements, and collaborate with other departments to boost productivity, quality, and customer satisfaction, while ensuring compliance with policies.

The role requires 3-6 years in BPO operations, strong leadership, and proficiency in MS Office for data analysis and

Qualifications

• 3-6 years of experience in BPO Operations or Call Center Operations management.
• Strong understanding of Contact Center Operations principles and practices.
• Excellent leadership skills and ability to motivate teams.
• Proficiency in MS Office applications (Excel, Word) for data analysis and reporting.

Responsibilities

• Manage daily operations of the contact center and ensure efficient handling of customer queries and issues.
• Oversee a team of agents, coaching to enhance performance and provide guidance on process improvements.
• Develop and implement strategies to improve productivity, quality, and customer satisfaction metrics.
• Collaborate with other departments (sales, marketing) to drive business growth through effective communication and coordination.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Skills

Leadership

Excel

Word

Data analysis

Job description

Roles and Responsibilities

• Manage daily operations of the contact center, ensuring efficient handling of customer queries and issues.
• Oversee a team of agents, providing guidance on process improvements and coaching to enhance performance.
• Develop and implement strategies to improve productivity, quality, and customer satisfaction metrics.
• Collaborate with other departments (e.g., sales, marketing) to drive business growth through effective communication and coordination.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Desired Candidate Profile

• 3-6 years of experience in BPO Operations or Call Center Operations management.
• Strong understanding of Contact Center Operations principles and practices.
• Excellent leadership skills with ability to motivate teams for improved performance.
• Proficiency in MS Office applications (Excel, Word) for data analysis and reporting purposes.