Position: Assistant Manager
Number of hours: 40hrs/week (Full-time)
Schedule: PST
Tasks required:
Lead and manage different teams, providing guidance, support, and performance feedback.
Prepare and submit detailed weekly reports on team performance, project status, and operational issues.
Design a training program and conduct monthly training sessions to improve team skills and knowledge, ensuring continuous development.
Serve as the primary point of contact for clients, managing communications and ensuring client needs are met.
Take over and complete tasks assigned by clients as needed, ensuring high-quality outcomes.
Oversee the recruitment process, including interviewing, hiring, and onboarding new team members and virtual assistants.
Drive sales efforts and lead generation initiatives to meet business growth targets.
Ensure smooth daily operations, implement process improvements, and maintain high service standards in the operations.
Fill in for Operations Manager (OM) in times of absence. Make executive decisions, hold meetings and provide accountability.
Liaise between senior management and team members to ensure clear communication
Collaborate with the Operations Manager to build processes, policies and procedures and cascade and reinforce them to each team member to ensure they are followed
Conduct coaching sessions with team members and create a performance improvement plan to support team members in achieving their goals and KPIs
Monitor productivity and performance of team members to ensure maximum output while maintaining quality results
Requirements:
Proven work experience as a Manager or any relevant role is a must
BPO experience in a BPO environment, with at least 2 years in supervisory or managerial role.
Proven ability to lead, motivate and manage a team of agents
Working knowledge of relevant computer programs (e.g. CRM software) (asana, notion, monday.com, zoom, slack, google suite and MS office tools) and telephone systems
Excellent verbal and written communication skills
Strong analytical and problem-solving abilities
Ability to adapt to changing business needs and work in a fast-paced environment
Excellent organizational and time management skills, with the ability to prioritize tasks effectively
Confident, proactive and willing to take on workplace challenges
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