Assistant Operations Manager

Emdad By Elm


Date: 4 hours ago
City: Remote
Contract type: Full time
Remote
  • Support the daily operations of the call center to ensure smooth service delivery and high operational efficiency
  • Monitor and analyze key performance indicators (KPIs) such as SLA, CSAT, response time, and quality metrics
  • Supervise and support customer service teams to achieve performance targets and maintain service standards
  • Handle escalations and ensure timely resolution of complex customer issues
  • Analyze call center data and customer feedback to identify trends and recommend improvements
  • Coordinate with internal departments (technical, operations, and support teams) to resolve customer inquiries and tickets
  • Prepare operational reports and provide insights to improve performance and decision-making
  • Ensure compliance with company policies, quality standards, and customer service procedures
  • Support workforce management activities including scheduling, staffing, and performance tracking
  • Assist in training, coaching, and developing call center agents to enhance team productivity

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