Assistant Manager Operations

This role is responsible for:
• He/She will be responsible for a team of 15-18 associates (L2/L1).
• Resolve agent and customer issues.
• Be directly responsible for the overall performance of team members
• Participate in new-hire interviews.
• Conduct performance reviews and team meetings.
• Conduct monitoring and coaching sessions.
• Coordinate with training and quality assurance to identify systemic quality-improvement opportunities.
• Represent the team on special projects/initiatives
• Competent in all process and technical skills required at Agent level Thorough understanding of Metrics
requirements and targets.

Keyskills