Assistant Call Center Manager - BPO/Interpretation

About the role

We are looking for an experienced, results‑driven Assistant Call Center Manager to support daily operations of a large‑scale BPO account. You will work closely with the Service Delivery Manager, Operations Manager and support functions to ensure service quality, client satisfaction and team performance.

Key responsibilities

• Support day‑to‑day call centre operations, monitor KPIs, service levels, productivity and quality scores.
• Guide Team Leaders, Supervisors and agents, conduct performance reviews, coaching and foster a positive work environment.
• Analyze operational metrics (AHT, CSAT, adherence, shrinkage), prepare reports and drive improvement initiatives.
• Assist in client communications, business reviews and preparation of performance reports.
• Help manage staffing, scheduling, attendance and escalation of operational issues.

Required profile

• Strong people‑leadership and organisational abilities.
• Client‑focused mindset with a track record in voice‑call centre environments.
• Ability to identify gaps, implement corrective actions and drive continuous improvement.
• Excellent communication skills for internal and client stakeholder interactions.

Required skills