Assistant Contact Center Manager
2 days ago
Qualifications:
**Requirements**:
- Bachelor's degree or an equivalent diploma.
- A dynamic leader with a proven track record of managing large and diverse teams across multiple workflows in a fast-paced environment, capable of handling rapid changes and ambiguity.
- A minimum of 8 years of experience in operations, preferably in the BPO/ITES industry.
- At least 5 years of people management experience, including overseeing team leaders, with a strong commitment to team member development.
- Empathy for the Social community platform users and a strong passion for creating an exceptional user experience and providing outstanding support.
- Significant experience in a complex and fast-paced environment.
**Responsibilities**:
**Responsibilities**:
- Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / Business Development).
- Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW. Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.
- Establish the Vendor infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities, and communication resources. Install all Service delivery processes and Service Level reporting mechanisms.
- Provide exceptional people management, mentorship, and career development to members of your team, including supervisors and Agents, achieve low attrition levels and high employee engagement.
- Drive Operations teams to deliver continuous improvement and productivity/quality gains.
- Flag and escalate business risks timely to the Client teams
- Build a positive relation with Client to create new business opportunities.
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