Assistant Operations Manager
1 week ago
Role Summary:
Support the Operations Manager in daily call centre operations, ensuring smooth service delivery, strong team performance, and continuous improvement in processes, training, and customer experience.
Responsibilities:
- Support daily operations to meet SLA, quality and productivity targets.
- Monitor KPIs and work with Team Leads to improve team and individual performance.
- Assist with forecasting, scheduling and resource planning.
- Handle first-level escalations and resolve operational issues promptly.
- Coordinate process improvements, system updates and operation-related projects.
- Work with Training and TLs to support onboarding, coaching and skill development.
- Prepare operational reports and assist with MBR/QBR insights.
- Ensure compliance with SOPs, GDPR requirements and Zendesk best practices.
- Collaborate with internal teams (HR, QA, Training, IT) to support operational needs.
Requirements:
- At least Bachelor's Degree in any field.
- Minimum 4 years of experience in call centre operations; at least 2 years in a leadership / Team Lead role.
- Strong understanding of call centre metrics, workflows and CX.
- Good analytical, problem-solving and decision-making skills.
- Experience with CRM platforms (Zendesk preferred) and eCommerce is a plus.
- Good communication, organisation and time management skills.
- Ability to support, guide and influence Team Leads and agents in a fast-paced environment.
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