I am an Assistant Manager in Operations with more than 7 years of experience in a BPO industry.
I assists in managing and supervising the daily operations of the assigned team/process, monitor performance metrics such as AHT, CSAT, FCR, SLA, and productivity targets, drive process improvements and operational efficiency initiatives, coordinate with clients and internal teams to ensure smooth delivery of services, handle escalations and ensure prompt resolution, conduct regular coaching, feedback, and performance reviews for team leaders and agents, prepare and analyze reports for operations performance and recommend action plans, support new hire training, refresher sessions, and skill development initiatives, maintain compliance with company policies, quality standards, and data security protocols, collaborate with Quality, Workforce Management, and Training departments for consistent service delivery, and provide assistance in resource planning, scheduling and capacity management.
