Golden Opportunities
Website:
gojobs.biz
Job details:
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
Skills Required
RoleAM - Contact Centre Operations - Bangalore & Hyderabad
Industry TypeITES/BPO/KPO
Functional Area
Required Education Graduation
Employment TypeFull Time, Permanent
Key Skills
- AHT
- ATTRITION MANAGEMENT
- COMPLIANCE
- CSAT
- ESCALATION HANDLING
- ESCALATION PROTOCOLS
- PEOPLE MANAGEMENT
- PEOPLE MANAGEMENT & DEVELOPMENT
- PEOPLEMANAGEMENT
- PERFORMANCE MANAGEMENT
- PERFORMANCE TRACKING
- PERFORMANCE TRACKING & REPORTING
- SERVICE DELIVERY
- SHRINKAGE
- SLA / KPI / METRICS MANAGEMENT
- SLA DELIVERY
- STAKEHOLDER & CLIENT MANAGEMENT
- STAKEHOLDER MANAGEMENT
- STAKEHOLDERMANAGEMENT
- TAT
- TEAM MANAGEMENT & DEVELOPMENT
Other Information
Job CodeGO/JC/2983/2026
Recruiter NameBrindha Kamaraj
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