Assistant Operations Manager

Assistant Manager-Operations

As an Assistant Manager you will lead and coach the Team Leads, SMEs on process knowledge and team management in delivering exceptional customer service on voice and e-channels support (email, chat, social-media) while successfully promoting IGT Solutions. You possess proven customer service and contact center operations skills, strong communication, and above all, a desire to help others.

Main Job Responsibilities ·

• Manage a contact center team of 4-6 Team Leaders and 80-100 team players and counterparts
• Ensure the team constantly meets or exceeds contractual Timelines and Service Level Agreements ·
• Leading presence in client relationship, meetings and reviews ·
• Quality/AHT/CSAT metrics management – ensure timely download and deployment of process updates and, or product guidelines ·
• Manage team planning, attrition and plan career m...