Assistant Manager - Customer Service

About the Role

We are seeking an Assistant Manager for Customer Experience to oversee and optimize our outbound customer engagement operations within the Contact Centre. The role demands strong leadership abilities and a strategic mindset to manage multiple outsourced contact centre partners, ensuring high standards in business outcomes, customer experience, and operational efficiency.

Key Responsibilities

• Lead and supervise end-to-end operations of outbound contact centre campaigns aligned with business objectives and customer engagement standards.
• Monitor daily performance metrics, maintain SLA compliance, and achieve productivity goals while ensuring quality customer interactions.
• Manage relationships and govern outsourced contact centre partners to uphold service quality, staffing, and performance benchmarks.
• Drive continuous improvement efforts jointly with partners to enhance efficiency and customer satisfaction.
• Lead, coach, and mentor team members, fostering a culture of accountability, ownership, and growth while addressing skill gaps through training.
• Implement structured performance management through governance reviews, KPI tracking, and action plans to remediate underperformance.
• Collaborate with dialler management teams to optimize calling strategies, lead allocation, and dialing processes while ensuring regulatory compliance.
• Prepare detailed operational reports and dashboards providing data-driven insights, forecasting, and recommendations to leadership.
• Promote process improvement and standardization by partnering with quality, training, technology, and business units to drive operational excellence.

Experience and Requirements

• 3 to 5 years of professional experience in contact centre operations, specifically in outbound customer service functions.
• Proven track record managing outsourced/BPO partners is essential.
• Familiarity with customer service, sales support, or customer engagement campaign management is preferred.
• Experience with operational excellence or process improvement initiatives is considered advantageous.
• Previous team leadership experience managing a minimum of three people, as substantiated on official documents, is mandatory.