Assistant Manager - Call Center

We are seeking a results-oriented Assistant Manager – Call Center to support customer excellence and drive a culture of continuous improvement.

Job Responsibilities

• Lead the day-to-day operations of the Call Center, ensuring service levels, productivity targets, and quality standards are consistently achieved.
• Coach and develop the Call Center team to drive high performance, employee engagement, and service excellence.
• Oversee customer service delivery by resolving escalated enquiries and complaints while enhancing customer satisfaction and service quality.
• Monitor operational performance through KPIs and implement process improvements to enhance efficiency, productivity, and the customer experience.
• Collaborate with internal stakeholders to support service improvements, operational initiatives, and the successful implementation of new systems and processes.

Candidate Profile

• Diploma in Banking Studies or equivalent.
• 5+ years in customer service, contact center or call center environment with a minimum of 1 year of executive-level experience, preferably within the banking or finance sector.