Assistant Manager

*Assistant Manager Call Centre Operations*

• Department: CSD Customer Support Department
• Reporting To: Senior Manager
• Experience: 5-9 Years
• Qualification: Bachelors Degree Mandatory

*Job Purpose*

The Assistant Manager Call Centre Operations will be responsible for managing overall call centre operations, driving sales and revenue targets, improving team productivity, ensuring service quality, and delivering a strong customer experience across inbound, outbound and chat operations.

*Key Responsibilities*

*1. Sales & Revenue Management*

Drive daily, weekly and monthly sales and revenue targets.

• Monitor conversion, booking rate, lead utilization and revenue per agent.
• Analyse performance trends and implement corrective actions.
• Ensure effective lead management and minimize lead leakage.

*2. Team Management*

• Lead and manage Team Leaders, Quality Analysts, Trainers and Customer Care Executives.
• Conduct regular performance reviews, coaching and feedback sessions.
• Manage attendance, rosters, shrinkage, productivity and attrition.
• Identify training requirements and support performance improvement/PIPs.

*3. Call Centre Operations*

• Manage inbound, outbound and chat operations.
• Ensure achievement of service levels, productivity and operational targets.
• Ensure adherence to SOPs, quality standards and compliance requirements.
• Drive process improvement and operational efficiency.

*4. CRM & Dialer Management*

• Manage CRM and dialer operations, including campaign setup and optimization.
• Monitor contact rate, connectivity, abandonment and dialer productivity.
• Ensure accurate lead allocation, disposition and CRM data.
• Coordinate with IT/technology teams for system issues and enhancements.

*5. MIS & Analytics*

• Review and analyse daily, weekly and monthly MIS reports.
• Prepare dashboards and management reports using advanced Excel.
• Track trends, forecasts, variances and team performance.
• Present actionable insights during management reviews.

*6. Customer Experience*

• Drive customer satisfaction and service quality.
• Monitor customer complaints and escalations.
• Improve FCR and reduce customer complaints through corrective actions.
• Ensure quality customer interactions and process adherence.

*7. Cross-Functional Coordination*

• Coordinate with HR, IT, MIS, QA, Marketing, CRM and Vendor Management teams.
• Support UAT, automation and process improvement initiatives.
• Work with external vendors/partners to ensure smooth operations.

*Key KPIs*

• Sales & Revenue: Revenue Achievement, Sales Target, Conversion Rate, Lead-to-Sale Ratio, Booking Rate, Revenue/Agent, AOV.
• Productivity: Calls Handled, Calls/Agent, Login Hours, Occupancy, Utilization, Adherence, Shrinkage and Attrition.
• Quality & Customer: Quality Score, Compliance Score, CSAT, NPS, FCR, Complaint Ratio and Escalation %.
• Telephony: Service Level, ASA, AHT, Talk Time, Hold Time, ACW, Abandonment Rate, Contact Rate and RPC.
• Outbound: Connect Rate, Lead Utilization, Follow-up Compliance, Callback Achievement, Campaign Effectiveness and TAT.

*Technical Skills*

• Strong knowledge of Call Centre/Contact Centre Operations.
• Hands-on experience with CRM and Dialer platforms.
• Advanced MS Excel – Pivot Tables, XLOOKUP, Power Query, Dashboards; VBA/Macros preferred.
• Strong MIS, data analysis and reporting skills.
• Good knowledge of Workforce Management.
• Experience in process automation and continuous improvement.

*Preferred Industry Experience*

Healthcare, Diagnostics, BPO, BFSI, E-commerce or Insurance Call Centre experience will be preferred.