Key Responsibilities

• Operational Support
• Assist in managing daily team performance and service delivery.
• Monitor KPIs such as call handling time, customer satisfaction, and productivity.
• Prepare reports and presentations for management review.
• Training & Development
• Participate in structured training programs covering leadership, communication, and technical skills.
• Shadow managers to learn decision-making and problem-solving approaches.
• People Management
• Support recruitment, onboarding, and coaching of new employees.
• Provide feedback and assist in performance evaluations.
• Client & Stakeholder Interaction
• Handle escalated customer concerns under supervision.
• Coordinate with cross-functional teams to ensure smooth operations.
• Process Improvement
• Identify inefficiencies and propose solutions.
• Contribute to projects that enhance workflow and customer experience

Qualifications

Education: Bachelor’s degree in Business, Management, HR, Finance, or related field.

Preferred Experience: Entry-level exposure in BPO, customer service, or corporate settings.

Skills:

• Strong communication (English proficiency is critical in BPO).
• Analytical and problem-solving ability.
• Leadership potential and adaptability.
• Proficiency in MS Office and reporting tools.