Assistant Manager

Assistant Manager Call Centre Operations

Department: CSD Customer Support Department
Reporting To: Senior Manager
Experience: 5–8 Years
Qualification: Bachelor's Degree – Mandatory

Work days: 6 days ( Mon - Sat)

Job Purpose

The Assistant Manager – Call Centre Operations will be responsible for managing call centre operations, driving sales and revenue performance, improving team productivity, ensuring customer satisfaction, and maintaining operational excellence across inbound, outbound, and chat processes.

Key Responsibilities

Sales & Operations

• Drive daily, weekly, and monthly sales, revenue, and operational targets.
• Monitor KPIs including conversion, lead utilization, revenue per agent, productivity, and service levels.
• Identify performance gaps and implement corrective actions.
• Ensure adherence to SOPs, quality standards, and compliance requirements.

Team Management

• Lead and manage Team Leaders, Quality Analysts, Trainers, and Customer Care Executives.
• Conduct performance reviews, coaching, and employee engagement activities.
• Manage rosters, attendance, shrinkage, productivity, and attrition.
• Identify training requirements and manage performance improvement plans.

CRM & Dialer Management

• Manage CRM and dialer operations, campaign configuration, lead routing, and data accuracy.
• Monitor contact rate, connectivity, abandonment, utilization, and campaign performance.
• Coordinate with IT/technology teams for system enhancements, UAT, and issue resolution.

MIS & Analytics

• Prepare and review daily, weekly, and monthly MIS reports.
• Analyse operational and sales data to identify trends and improvement opportunities.
• Prepare management dashboards and presentations using Advanced MS Excel and PowerPoint.
• Support forecasting, variance analysis, and business reviews.

Customer Experience & Process Improvement

• Drive CSAT, FCR, quality, and service-level improvement.
• Monitor customer complaints and escalations and implement corrective measures.
• Drive process improvement, automation, and operational efficiency initiatives.
• Coordinate with HR, IT, CRM, QA, Marketing, MIS, and external vendors.

Key KPIs

Sales: Revenue Achievement, Conversion Rate, Lead-to-Sale Ratio, Booking Rate, Revenue per Agent, AOV

Productivity: Calls Handled, Login Hours, Occupancy, Utilization, Adherence, Shrinkage, Attrition

Quality & CX: Quality Score, Compliance Score, CSAT, NPS, FCR, Complaint & Escalation Rate

Telephony: SL, ASA, AHT, ACW, Abandonment Rate, Contact Rate, RPC, Dialer Connectivity

Technical Skills

• Contact Centre / Call Centre Operations
• CRM and Dialer Management
• Workforce Management
• MIS & Business Analytics
• Advanced MS Excel – Pivot Tables, Power Query, Power Pivot, XLOOKUP, Dashboards
• PowerPoint – Management Presentations
• Process Improvement & Automation

Desired Competencies

• Strong leadership and people management
• Analytical and problem-solving skills
• Sales and commercial orientation
• Target-driven and result-oriented approach
• Strong communication and stakeholder management
• Decision-making based on data
• Ownership, accountability, and conflict-resolution skills

Experience Requirements

• 5–8 years of experience in Call Centre / Contact Centre Operations.
• Minimum 2 years in Team Lead / Assistant Manager-level role.
• Experience in Healthcare, Diagnostics, BPO, BFSI, E-commerce, or Insurance preferred.