Your duties & responsibilities as Call Center Assistant Manager:
- Supervise the day-to-day operations of the call center
- Manage and lead the call center representatives' team
- Implement and review operational policies and procedures
- Set performance targets for call center agents
- Monitor and measure staff performance, including conducting regular evaluations and providing feedback
- Handle escalated customer complaints or inquiries
- Recruit, train, and onboard new call center employees
- Conduct regular meetings with the team to discuss performance and updates
- Ensure compliance with data protection rules and other legal regulations
- Generate and present performance reports to upper management
- Work closely with other departments to ensure consistent customer service and satisfaction
- Identify areas of improvement and propose effective solutions
Requirements:
- Minimum experience at call center 5 years in management level
- With beauty clinic experience is a must
- Have a good leadership & strong character to lead a team
- Having experience with CRM and/or similar system
- Able to create efficient and effective procedures
- Excellent at workforce management
- Good communication
- Candidates with excellent English language skills are highly preferred.