Assistant Manager - BPO Customer Support

About the Role

This position involves leading initiatives to enhance customer satisfaction through automation and the integration of artificial intelligence. The role includes overseeing project management and governance duties, driving automation and process optimization, managing management information systems (MIS) and reporting tasks, as well as coordinating with stakeholders. Additionally, the role encompasses conducting root cause analysis (RCA) and performance assessments, alongside maintaining thorough documentation and standard operating procedures (SOPs).

Key Responsibilities

• Champion key programs focused on customer happiness including automation and AI implementation.
• Oversee project management activities and governance frameworks.
• Drive improvements in automation processes and overall process efficiency.
• Manage MIS and generate detailed reporting.
• Engage with various stakeholders to ensure alignment and communication.
• Conduct root cause analysis and performance monitoring.
• Develop and maintain comprehensive documentation and SOPs.

Candidate Requirements

• Possess 4 to 6 years of professional experience in customer service operations, projects, process excellence, quality assurance, analytics, or transformation initiatives.
• Experience in industries such as insurance, fintech, BPO, contact centers, or service operations is essential.
• Hold at least a graduate degree from any discipline.