Assistant Operations Manager

• Team Management & Leadership:
• Led a team of agents in a high-volume international voice process, ensuring optimal staffing, coaching, and performance management.
• SLA & KPI Management:
• Monitored and improved key operational metrics including AHT, CSAT, NPS, FCR, Quality scores, schedule adherence, and attendance.
• Performance Optimization:
• Conducted regular one-on-one coaching, performance reviews, and skill development sessions to enhance agent productivity and reduce operational gaps.
• Client Interaction & Reporting:
• Coordinated with client stakeholders for weekly and monthly business reviews, performance updates, and action plans to meet SLA expectations.
• Process Improvement:
• Identified process bottlenecks and implemented solutions such as call flow optimization, SOP updates, and quality calibration, res...

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