Assistant Manager - Operations

We are seeking an experienced Assistant Manager - Operations to oversee our international customer support processes. The ideal candidate will have a strong background in managing inbound voice operations and ensuring that service level agreements (SLAs) are met consistently. This role requires a proactive leader who can effectively manage a blended process environment, including email and chat support, while maintaining high standards of customer service.

Key Responsibilities:

• Lead and manage the operations team to deliver exceptional customer service in an international call center environment.
• Monitor and analyze performance metrics to ensure compliance with SLAs and drive continuous improvement initiatives.
• Develop and implement operational strategies to enhance efficiency and customer satisfaction.
• Provide coaching and support to team members, fostering a positive and productive work environment.
• Collaborate with cross-functional teams to address customer issues and improve service delivery.
• Prepare and present reports on operational performance to senior management.

Required Skills:

• Proven experience in customer support operations, particularly in an inbound voice setting.
• Strong understanding of SLAs and performance metrics.
• Excellent communication and interpersonal skills.
• Ability to lead and motivate a team effectively.
• Experience in managing blended processes, including email and chat support.
• Familiarity with international call center operations is a plus.

If you are a results-driven professional with a passion for customer service and team leadership, we encourage you to apply for this exciting opportunity.