Assistant Manager - Operation

Job description Job Title: Assistant Manager Key Responsibilities: Team Management: Lead and supervise the customer support team to ensure high performance. IVR System Optimization: Monitor and improve IVR call flows for better customer experience. Performance Tracking: Analyze key metrics like Average Handle Time (AHT) and First Call Resolution (FCR). Training & Development: Coach team members on IVR handling and customer service best practices. Customer Experience Management: Address escalations and improve resolution times. Workforce Planning: Forecast staffing needs based on call volume trends. Process Improvement: Implement strategies to enhance IVR efficiency and reduce customer wait times. Stakeholder Communication: Coordinate with internal teams for seamless operations. Technology Utilization: Leverage IVR and AI tools to optimize customer interactions. Perks and benefits Competitive salary with attractive incentives. Career growth opportunities. Training and skill development programs. Health and wellness benefits. If you are an energetic and ambitious professional looking to grow in a dynamic sales role, we encourage you to apply! We look forward to hearing from you! Role: Operations Support - Other Industry Type: E-Learning / EdTech Department: Customer Success, Service & Operations Employment Type: Full Time, Permanent Role Category: Operations Support Education PG: Any Postgraduate Key Skills Skills highlighted with ‘‘ are preferred keyskills Customer Experience ManagementIVR System Optimization Team ManagementProcess ImprovementPerformance TrackingTraining & DevelopmentTraining ManagementProduct Training