The posting
We are seeking an experienced and results-driven Assistant Call Center Manager to support the management of daily call center operations and ensure the achievement of operational targets, service quality, client satisfaction, and team performance.
In this role, you will assist in overseeing a large-scale account, supporting Team Leaders, Supervisors, and agents to ensure smooth service delivery, adherence to KPIs and SLAs, and continuous improvement across the operation.
The ideal candidate is a strong people leader, highly organized, client-focused, and experienced in managing voice operations within a call center environment. You will work closely with the Service Delivery Manager, Operations Manager, and support functions to ensure operational excellence and consistent performance.
Key Responsibilities
1. Operations Management
- Support the management of day-to-day call center operations for the assigned account.
- Ensure operational activities are executed in line with business objectives, client requirements, and service standards.
- Monitor daily performance, service levels, productivity, quality scores, attendance, and other operational KPIs.
- Ensure proper workflow management across shifts, teams, and functions.
- Identify operational gaps and support the implementation of corrective action plans.
- Coordinate with Team Leaders and support teams to ensure smooth and efficient service delivery.
- Ensure all operational issues are escalated and resolved in a timely and effective manner.
2. Team Leadership and People Management
- Support, guide, and manage Team Leaders, Supervisors, and frontline agents to achieve operational targets.
- Conduct regular performance reviews, coaching sessions, and feedback meetings.
- Support employee engagement initiatives and promote a positive work environment.
- Monitor team performance and ensure proper action plans are in place for underperforming employees.
- Encourage accountability, discipline, professionalism, and continuous improvement across the team.
- Ensure equal support and development opportunities for team members.
- Assist in managing staffing, scheduling, attendance, absenteeism, and adherence.
3. Performance and KPI Management
- Monitor and analyze operational KPIs, including service level, AHT, productivity, quality, CSAT, attendance, shrinkage, and adherence.
- Ensure performance targets are consistently met or exceeded.
- Prepare performance reports and present insights to management.
- Identify trends, root causes, and areas of improvement.
- Work with Team Leaders to develop and implement performance improvement plans.
- Track action plans and ensure measurable progress against agreed objectives.
- Support initiatives that improve efficiency, quality, and customer experience.
4. Client and Stakeholder Management
- Support the Service Delivery Manager in client communication, business reviews, and operational meetings.
- Assist in preparing client reports, presentations, and performance updates.
- Ensure client expectations are understood and translated into clear operational actions.
- Support the handling of client escalations and service-related concerns.
- Maintain professional and effective communication with internal and external stakeholders.
- Collaborate with Workforce Management, Quality, Training, HR, Recruitment, IT, and other support teams to ensure operational stability.
5. Quality and Compliance
- Ensure teams follow agreed processes, procedures, quality standards, and client guidelines.
- Support quality monitoring activities and ensure quality improvement plans are implemented.
- Work closely with the Quality team to identify performance gaps and coaching opportunities.
- Ensure compliance with company policies, contractual obligations, and operational standards.
- Support internal audits and ensure corrective actions are completed on time.
- Promote a quality-focused culture across the operation.
6. Reporting and Continuous Improvement
- Prepare and review daily, weekly, and monthly operational reports.
- Analyze performance data and recommend improvement initiatives.
- Support process optimization projects to improve service delivery and operational efficiency.
- Participate in operational reviews and management meetings.
- Ensure accurate documentation of performance, actions, escalations, and follow-ups.
- Drive continuous improvement across service quality, productivity, employee engagement, and customer satisfaction.
Required Qualifications
- Bachelor's degree in Business Administration, Management, or a related field.
- Minimum 5–7 years of experience in a call center environment.
- Minimum 2–3 years of experience in a supervisory or assistant manager role.
- Proven experience managing voice operations.
- Strong experience in managing Team Leaders, Supervisors, and large operational teams.
- Excellent command of English, both written and spoken.
- Strong operational knowledge of call center processes and KPIs.
- Ability to manage rotational shifts and 24/7 operations.
- Strong understanding of service delivery, quality, performance management, and customer satisfaction.
Preferred Qualifications
- Experience in interpretation management or interpreter services is preferred.
- Knowledge of call center quality frameworks, preferably COPC.
- Experience working with international clients or English-speaking markets.
- Experience managing client-facing operations.
- Proven track record of achieving operational targets and improving performance.
- Experience in workforce planning, quality improvement, and process enhancement is a plus.
Required Skills and Competencies
Leadership and People Management
- Strong leadership and team management skills.
- Ability to coach, motivate, and develop Team Leaders and agents.
- Strong decision-making and problem-solving skills.
- Ability to manage performance and drive accountability.
- High level of ownership, discipline, and reliability.
Operational and Analytical Skills
- Excellent understanding of call center operations and performance metrics.
- Strong analytical skills with the ability to interpret data and identify trends.
- Ability to manage KPIs, SLAs, productivity, quality, and customer experience.
- Strong root cause analysis and action planning skills.
- Ability to manage multiple priorities in a fast-paced environment.
Communication and Stakeholder Management
- Excellent verbal and written communication skills.
- Strong presentation and reporting skills.
- Ability to communicate professionally with clients, management, and internal teams.
- Strong collaboration skills across different departments and support functions.
- Ability to handle escalations calmly and effectively.
Client and Customer Orientation
- Strong client orientation and service mindset.
- Ability to understand client requirements and operational expectations.
- Focus on delivering an excellent customer experience.
- Results-driven with a strong quality and performance focus.
- Ability to support business objectives and service improvement initiatives.
Personal Attributes
- Detail-oriented and reliable.
- Flexible and able to work under pressure.
- Strong time management and prioritization skills.
- Positive attitude with a continuous improvement mindset.
- Professional, proactive, and solution-oriented.
Work Conditions
- Working Hours: US shift
- Working Model: On-site
- Working Days: 5 working days per week, with 2 days off
- Operation Type: Voice account / 24/7 operations environment
Why Join Us?
This is a great opportunity for an experienced call center professional to take the next step in their leadership career, support a large-scale operation, and contribute directly to service excellence, team performance, client satisfaction, and business growth.
If you are a strong leader with a passion for operations, people management, and delivering exceptional customer service, we invite you to apply and become part of our dynamic team.
