Assistant Call Center Manager - BPO/Interpretation

We are seeking an experienced and results-driven Assistant Call Center Manager to support the management of daily call center operations and ensure the achievement of operational targets, service quality, client satisfaction, and team performance. In this role, you will assist in overseeing a large-scale account, supporting Team Leaders, Supervisors, and agents to ensure smooth service delivery, adherence to KPIs and SLAs, and continuous improvement across the operation. The ideal candidate is a strong people leader, highly organized, client-focused, and experienced in managing voice operations within a call center environment. You will work closely with the Service Delivery Manager, Operations Manager, and support functions to ensure operational excellence and consistent performance. Key Responsibilities 1. Operations Management Support the management of day-to-day call center operations for the assigned account. Ensure operational activities are executed in line with business objectives, client requirements, and service standards. Monitor daily performance, service levels, productivity, quality scores, attendance, and other operational KPIs. Ensure proper workflow management across shifts, teams, and functions. Identify operational gaps and support the implementation of corrective action plans. Coordinate with Team Leaders and support teams to ensure smooth and efficient service delivery. Ensure all operational issues are escalated and resolved in a timely and effective manner. 2. Team Leadership and People Management Support, guide, and manage Team Leaders, Supervisors, and frontline agents to achieve operational targets. Conduct regular performance reviews, coaching sessions, and feedback meetings. Support employee engagement initiatives and promote a positive work environment. Monitor team performance and ensure proper action plans are in place for underperforming employees. Encourage accountability, discipline, professionalism, and continuous improvement across the team. Ensure equal support and development opportunities for team members. Assist in managing staffing, scheduling, attendance, absenteeism, and adherence. 3. Performance and KPI Management Monitor and analyze operational KPIs, including service level, AHT, productivity, quality, CSAT, attendance, shrinkage, and adherence. Ensure performance targets are consistently met or exceeded. Prepare performance reports and present insights to management. Identify trends, root causes, and areas of improvement. Work with Team Leaders to develop and implement performance improvement plans. Track action plans and ensure measurable progress against agreed objectives. Support initiatives that improve efficiency, quality, and customer experience. 4. Client and Stakeholder Management Support the Service Delivery Manager in client communication, business reviews, and operational meetings. Assist in preparing client reports, presentations, and…