Assistant Manager - Operations (Contact Centre)

Abacus Outsourcing; United States; On-site; USD 55,000 - 85,000; Full time

Job summary

Abacus Outsourcing is seeking an Assistant Manager - Operations (Contact Centre) to supervise a busy BPO team, ensure KPI targets, and drive process improvements. You will monitor performance, coach staff, and coordinate with internal and external stakeholders to maintain service quality.

The role requires strong leadership, 3+ years in a BPO, and flexibility to work shifts, including nights and weekends if needed, with a focus on customer satisfaction and data protection.

Qualifications

• Bachelor's degree in business or related field.
• 3+ years in a BPO with supervisory experience.
• Strong leadership and people management skills.
• Excellent verbal and written communication.
• Familiar with CRM systems and MS Office.
• Willing to work night and weekend shifts if required.

Responsibilities

• Supervise and coordinate the daily activities of the BPO team.
• Monitor team performance, set goals, and ensure KPIs/SLAs are met.
• Conduct regular team meetings, coaching, and feedback sessions.
• Identify process improvements to enhance efficiency and satisfaction.
• Handle escalations and resolve customer issues promptly.
• Collaborate with internal departments and external clients for smooth process flow.
• Ensure compliance with company policies, data protection, and quality standards.
• Assist in workforce planning, shift management, and resource allocation.
• Prepare daily/weekly/monthly reports for higher management.
• Train new hires and support onboarding processes.

Skills

Leadership

People management

Communication

CRM systems

MS Office

BPO experience

Shift flexibility

Education

Bachelor's degree in Business Administration

Tools

CRM systems

MS Office

BPO tools

Job description

Assistant Manager - Operations (Contact Centre)

About the job Assistant Manager - Operations (Contact Centre)

Key Responsibilities:

• Supervise and coordinate the daily activities of the BPO team.
• Monitor team performance, set goals, and ensure KPIs/SLAs are met.
• Conduct regular team meetings, coaching, and feedback sessions.
• Identify process improvement opportunities to enhance efficiency and customer satisfaction.
• Handle escalations and resolve customer issues promptly.
• Collaborate with internal departments and external clients for smooth process flow.
• Ensure compliance with company policies, data protection, and quality standards.
• Assist in workforce planning, shift management, and resource allocation.
• Prepare daily/weekly/monthly reports for higher management.
• Train new hires and support onboarding processes.

Requirements:

• Bachelors degree in Business Administration, Management, or related field.
• 3+ years of experience in a BPO environment with at least 2 years in a supervisory/lead role.
• Strong leadership and people management skills.
• Excellent communication (verbal and written) and interpersonal skills.
• Ability to work under pressure and meet tight deadlines.
• Familiarity with CRM systems, MS Office, and BPO tools.
• Flexible to work in shifts, including nights and weekends if required.