Assistant Operations Manager

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 Originally posted on Himalayas