Assistant Operations Manager

Team Management & Leadership: Led a team of ___ agents in a high-volume international voice process, ensuring optimal staffing, coaching, and performance management. SLA & KPI Management: Monitored and improved key operational metrics including AHT, CSAT, NPS, FCR, Quality scores, schedule adherence, and attendance. Performance Optimization: Conducted regular one-on-one coaching, performance reviews, and skill development sessions to enhance agent productivity and reduce operational gaps. Clien…