Job Description

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