Assistant Manager - Peshawar

Job summary

Sybrid is looking for a highly organized and performance-driven Assistant Manager – Operations to oversee daily call center activities, ensure achievement of sales and service targets, and maintain strong client relationships.

Responsibilities

• Oversee daily operations to ensure achievement of Sales, Service, and KPI targets.
• Monitor all call center performance metrics including QA scores, attendance, and productivity.
• Ensure smooth coordination with support departments to achieve operational goals.

Team Leadership & Development

• Supervise Team Leaders and their teams, providing continuous coaching and mentoring.
• Conduct regular performance evaluations and implement improvement plans where necessary.
• Motivate and guide teams to maintain a positive and productive work environment.
• Maintain discipline, integrity, and adherence to company standards across all teams.

Client & Stakeholder Management

• Maintain strong communication with clients regarding daily performance updates, escalations, and operational insights.
• Participate in client calls, business reviews, and meetings to ensure alignment with expectations.
• Ensure client deliverables are met and consistently exceeded.

Quality & Process Improvement

• Implement and uphold quality standards while fostering continuous improvement initiatives.
• Collaborate with QA and Training teams to close performance gaps and enhance service levels.
• Identify process inefficiencies and recommend data-backed improvement strategies.

Reporting & Analysis

• Prepare and deliver daily, weekly, and monthly operational reports to management and clients.
• Analyze performance data to identify trends, root causes, and corrective actions.
• Ensure compliance with company policies, SOPs, and regulatory requirements.

Escalation & Issue Handling

• Manage all escalations promptly and efficiently while following defined protocols.
• Resolve operational challenges to maintain workflow and client satisfaction.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field (preferred).
• Proven experience in a Team Leader or Supervisory role within a call center/BPO (Assistant Manager experience is a plus).
• Strong leadership, communication, and problem-solving skills.
• Ability to analyze data, manage teams, and work under pressure.
• Excellent client management and stakeholder communication skills.

Job description